Technical Support Engineer

About the role

LENS Corporation is a fast‑growing deep‑tech startup delivering AI‑driven, cloud‑native solutions for enterprise and government clients. The Technical Support Engineer will be the first point of contact for customers, diagnosing and resolving software, hardware, and network issues while collaborating with internal teams to ensure reliable deployments.

Key responsibilities

• Serve as primary contact for support inquiries via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, and network‑related issues through remote troubleshooting.
• Escalate complex cases to engineering teams and ensure timely follow‑up.
• Monitor system performance and proactively identify potential technical problems.
• Document issues, resolutions, and maintain detailed knowledge‑base articles.
• Assist with technical documentation and user‑training materials.
• Participate in on‑call rotations for after‑hours support when required.
• Conduct user training on best practices and standard troubleshooting procedures.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• At least 2 years of hands‑on technical support or engineering experience.
• Proficiency with Windows, Linux, and macOS operating systems.
• Experience using ticketing/ITSM tools such as Jira or ServiceNow.
• Strong communication skills and a customer‑first mindset.

Required skills

• Windows, Linux, macOS
• Jira, ServiceNow
• Python, PowerShell, Bash scripting
• Cloud platforms: AWS, Azure, GCP
• Networking concepts and security practices
• SaaS environment knowledge
• Relevant certifications (CompTIA A+, Network+, AWS)

What we offer

• Competitive salary package
• Health insurance and wellness benefits
• Paid time off and holidays
• Professional development and certification support
• Shift allowances, food, and travel support for US/night shifts
• Growth opportunities toward system administration or team‑lead roles