Job Details

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Technical Customer Support Engineer plays a central role in delivering reliable, high-quality experience for a diverse, global customer base. In this position, you will serve as a trusted technical resource-resolving complex issues, guiding customers through challenging situations, and supporting the stability of our platform across multiple regions. You will collaborate closely with cross functional teams, contribute to incident response efforts, and develop deep expertise in assigned product areas.

Because this role supports customers worldwide, the ability to communicate effectively in both English and Spanish is essential. Your bilingual skills will help ensure that international customers receive clear and timely support.

This position is ideal for individuals who excel at analytical problem solving, communicate with professionalism, and thrive in dynamic operational environments. If you are motivated by meaningful customer impact and the opportunity to strengthen both technical and collaborative capabilities, this role offers a rewarding path for growth.

Responsibilities

Core Responsibilities

• Perform advanced troubleshooting to diagnose and resolve complex or escalated production issues with accuracy and urgency

• Lead hands-on triage during incidents, collaborating with cross functional teams to restore service and minimize customer impact

• Support deployments, scheduled maintenance, and disaster recovery activities to ensure platform stability and continuity

• Participate in team triage discussions, readiness drills, and outage mitigation efforts to strengthen operational resilience

• Contribute to on-call rotations, including occasional afterhours, weekend, and holiday support as needed

• Develop and refine operational processes, runbooks, and troubleshooting guides to improve team efficiency and consistency

• Serve as a subject matter expert (SME) for assigned product areas, providing guidance to internal teams and mentoring peers

• Maintain clear, proactive communication with customers and stakeholders throughout the lifecycle of technical issues

• Identify recurring problems and partner with engineering to drive long-term corrective actions and product improvements

• Ensure documentation, knowledge base articles, and internal resources remain accurate, current, and easy to consume

Qualifications

Requirements

• Computer Science or equivalent degree and/or 5 years' work experience in Technical Operations, Tier 2 Technical Customer Support, or similar role

• Proficiency with SQL queries, Linux/Bash

• Working knowledge with Java or Python (preferred)

• Experience with monitoring tools such as Nagios, AWS CloudWatch, or similar (preferred)

• Excellent verbal and written communication skills, with the ability to work effectively with international customers and both technical and nontechnical stakeholders (a must)

• Strong work ethic, customer focus, initiative, critical thinking, and follow-through

• For this role, we anticipate paying $90,000K-$105,000K annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

• US Citizenship (required)

• Fluency in Spanish (required)

Additional Skills (Preferred)

• Experience with ServiceNow or similar ticketing systems

• Configuration management or automation experience

• Experience with AWS or other cloud service providers

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.