Technical Support Engineer

Ready to be part of a tech company driving meaningful change? Avancir, based in Birmingham, AL, is proud to be part of the Atlas RFID family, a trusted name in RFID solutions for nearly 20 years. Our scalable, IoT-powered platform delivers real-time insights and customizable workflows, empowering businesses in manufacturing, logistics, retail, and more to streamline operations and track what matters. With over a decade of experience in delivering RFID applications, we tackle use cases like asset management, inventory tracking, and order verification. Join our team and help shape the future of efficiency and innovation.

Learn more: avancir.com/about | atlasrfidstore.com/about-us

Avancir is seeking a proactive and technically adept Technical Support Engineer to join our dynamic team. In this pivotal role, you will act as the key liaison between our customers, internal teams, and development staff. Your mission is to provide exceptional technical support and troubleshooting for our software platform, ensuring high levels of customer satisfaction. By bridging the gap between end-users and our developers, you will contribute directly to the continuous improvement of our software product.

You are technically curious, customer-focused, and energized by solving problems that sit at the intersection of software, hardware, and people. You enjoy untangling complex issues and turning them into clear solutions and stronger products.

You thrive in this role because:

• You bring a solid foundation in software support, with a degree in Computer Science, Information Technology, or a related field and 1-3 years of experience assisting customers and resolving technical issues.
• You are a skilled troubleshooter, able to diagnose and resolve complex software problems efficiently.
• You communicate effectively, explaining technical concepts clearly to both technical and non-technical audiences.
• You thrive in collaboration, working seamlessly with development and QA teams to resolve escalated issues.
• You are comfortable with support tools, scripting languages, and cloud platforms, which makes you well-suited for a SaaS environment.
• You bring a customer-first mindset, always focused on delivering an exceptional customer experience.
• You are analytical and detail-oriented, consistently documenting customer interactions and identifying trends that drive product improvements.
• You are driven to grow, staying current on industry trends and continuously sharpening your technical expertise.

• Respond promptly and professionally to customer inquiries, issues, and requests through email, phone, and the ticketing system.
• Troubleshoot and diagnose software issues, delivering effective solutions or workarounds to ensure timely resolution.
• Participate in the on-call rotation to provide after-hours support as needed.

• Work alongside the internal project team and customer technical contacts to onboard customers, including configuring Node-RED flows, writing JavaScript to handle device data, and integrating customer data into the platform.
• Travel occasionally to customer sites to support onboarding and on-site deployments.

• Create and maintain support documentation, including FAQs and knowledge base articles, that empower customers and team members.
• Assist in training and onboarding new team members on support processes and product knowledge.

• Analyze recurring issues and surface insights for product improvements that enhance the user experience.
• Share feedback with product and engineering teams on customer pain points and potential enhancements.

• Customer Satisfaction: Keep customers productive and confident by resolving issues quickly and clearly across the Avancir platform.
• Successful Onboarding: Help new customers go live smoothly through hands-on configuration, integration, and technical guidance.
• Product Improvement: Turn recurring support trends into actionable feedback that shapes a more reliable product.
• Team Knowledge: Strengthen the support function through documentation, training, and shared best practices that scale with the business.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 0-2 years of experience in software support, technical support, or comparable internship or project experience.
• Working knowledge of JavaScript and its asynchronous model (promises, async/await, the event loop).
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team environment.
• Comfortable reasoning about basic network behavior (IP, DNS, ports) and how networked devices connect to and communicate with backend services.

• Familiarity with support ticketing systems and remote troubleshooting tools.
• Working knowledge of Linux/Unix fundamentals and the command line (filesystem navigation, processes, permissions, common utilities).
• Able to use SSH to connect to and manage remote machines.
• Comfortable using the Docker CLI and Compose to build, run, and debug containers.
• Experience with MongoDB, or similar document databases, along with their client interfaces.
• Understanding of web technologies and API integrations.
• Experience with shell scripting (for example, Bash).

• Experience with Node-RED, FlowFuse, or other low-code platforms.
• Knowledge of PostgreSQL, or other SQL databases.
• Previous experience in a SaaS environment.
• Understanding of the software development lifecycle (SDLC) and agile methodologies.