TechStrat Ltd. · 2 days ago
Customer Support Engineer (Computer Science Background)
Falls Church, VA
Full-time
Onsite
Entry, Mid Level
2+ years expTechStrat Ltd. is a dynamic leader in digital transformation, and they are seeking a proactive and technically skilled Customer Support Engineer to provide hands-on support for their platform-based applications. The role focuses on troubleshooting, technical analysis, and resolving customer issues while collaborating with R&D and Professional Services teams.
Financial Services
No H1B
U.S. Citizen Only
Responsibilities
Manage the full ticket lifecycle (intake → triage → resolution → closure) in alignment with ITIL-based support processes, ensuring timely and accurate resolutions
Troubleshoot issues across on‑premise platform applications, server environments, integrations, and legacy systems—performing detailed diagnostics, log analysis, and root‑cause investigations across application, middleware, and server layers
Work hands-on with Windows and Linux servers, reviewing services, configurations, logs, and performance metrics to identify and resolve system-level issues
Support web technologies, REST APIs, SQL queries, and system configurations to analyze failures, validate behaviors, and assist with environment-specific troubleshooting
Collaborate with R&D Product, Solutions, and Professional Services teams to reproduce defects, validate product behaviors, support deployments/upgrades, and assist with customer-specific configurations
Prepare clear, professional customer-facing communications—including status updates, technical explanations, and incident summaries—tailored for technical and non-technical audiences
Maintain internal technical resources such as runbooks, troubleshooting guides, and knowledge base articles to ensure accurate and up-to-date documentation
Enhance and streamline support workflows using low-code/no-code capabilities within BizFlow M—building automations, routing logic, and templates to improve support efficiency
Monitor system health metrics to identify patterns, recurring issues, and risks, contributing to continuous improvement efforts across tools, processes, and support practices
Provide status updates, incident reports, and executive briefings that translate technical details into clear business language
Champion low‑code/no‑code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution
Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases
Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact
Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows
Qualification
Required
Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline
2+ years in customer support, technical support, or client enablement for enterprise software
Familiarity with ITIL framework and structured support processes
Experience supporting on-premise applications, including server-level troubleshooting
Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences
Experience with modern ticketing systems (e.g., Zendesk)
Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting
Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues
Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently
Demonstrated ability to communicate technical concepts to non-technical users in both written and verbal forms
Proven ability to work independently and collaboratively in agile or cross-functional teams
Excellent customer relationship-building abilities
Quick learning ability—you're comfortable picking up new tools, workflows, and platforms
A team-oriented mindset, you work well with others, communicate clearly, and contribute positively
A service-first attitude—you thrive in customer-facing situations and enjoy helping people solve technical challenges
US Citizen or Permanent Resident
Preferred
Experience supporting low-code platforms and process/workflow automation in enterprise environments
Proficiency using ZenDesk to manage CS tickets and run reports
Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts
Skill building clear runbooks and customer-facing release/incident communications
Company
TechStrat Ltd.
At TechStrat we help entrepreneurs, CEOs and shareholders grow and fund technology businesses.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Michael Bolotin, MBA CSCP
Partner, M&A
Nat Burgess
Managing Partner
Company data provided by crunchbase