{"id":1590499,"url":"https://alion.io/job/illumia-technical-support-engineer","title":"Technical Support Engineer","company":{"id":2071148,"name":"Illumia","domain":"illumiatech.com","url":"https://alion.io/company/illumiatech","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Alpharetta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":27,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Linux","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"DNS","optional":true},{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-09-09T12:34:46Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-04T00:28:03Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Hourly Rate: $27.00 \nWho we are:\nIllumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.\nThis position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.\nAlpharetta, GA - 1125 Sanctuary Parkway, Ste 220, Alpharetta, GA 30009\nScottsdale, AZ - 18700 N. Hayden Rd, Ste 230, Scottsdale, AZ 85255\nWhy join our team?\nWe strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.\nOur success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.\nWhat you will be doing:\nAs a Technical Support Engineer, you will be the technical problem-solving expert for our customers across healthcare, higher education, and corporate environments. You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences.\nJob Summary / Purpose\nThe Technical Support Engineer serves as the frontline technical problem-solving expert, diagnosing and resolving complex software and hardware issues for customers in mission-critical environments across healthcare, higher education, and corporate campuses. This role is responsible for delivering exceptional technical support, contributing to knowledge sharing, and driving process improvements that enhance overall support deliveryl.\nWho you will work with:\nYou'll collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team (Healthcare, Higher Education, Payments, or Food Services). You'll regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences. Cross-functionally, you'll work with Product Management, Engineering, and Quality Assurance teams to escalate complex issues and contribute to product improvements.\nYou'll also interface directly with customers ranging from IT administrators and system integrators to end-users in hospitals, universities, and corporate campuses, requiring excellent communication skills across diverse technical backgrounds.\nKey Responsibilities and Duties\nTroubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.\nCollaborate with internal teams to resolve escalated cases and ensure timely resolution.\nDocument solutions and contribute to the knowledge base for team-wide learning and efficiency.\nDrive process improvements that enhance overall support delivery and customer satisfaction.\nServe as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio.\nWhat you bring to the table:\nRequired Qualifications\nPractical experience in Information Technology, Engineering, or related technical field\n2-4 years of technical support or software troubleshooting experience\nStrong analytical and problem-solving skills with attention to detail\nExcellent written and verbal communication skills with ability to explain technical concepts to non-technical users\nExperience with SQL databases and basic query writing\nFamiliarity with Windows and/or Linux server environments\nUnderstanding of web technologies (HTTP/HTTPS, APIs, web browsers)\nCustomer service orientation with patience and empathy\nAbility to work independently and manage multiple cases simultaneously\nWillingness to learn new technologies and adapt to changing environments\nPreferred Qualifications\nBachelor's degree in Computer Science or related field of study\nExperience in healthcare, higher education, or financial services technology\nKnowledge of payment processing systems and PCI compliance\nFamiliarity with campus card/ID systems or access control technologies\nExperience with enterprise software integrations and APIs\nUnderstanding of network fundamentals (TCP/IP, DNS, firewalls)\nExperience with ticketing systems and customer support tools\nPrevious experience in mission-critical environments\nEssential Functions of the job:\nThe duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance.\nWhat you get when you join our team:\nFlexible time off to include paid holidays and volunteer time.\nRobust health, dental, and vision insurance plans on your first day of employment\nComprehensive employee assistance program (EAP)\nEmployer-paid life insurance/AD&D/short-term and long-term disability insurance \nFlexible spending account (FSA) or health savings account (HSA) \nMatched 401(k) \nEmployee stock purchase plan\nYour personal information will be handled in accordance with Illumia's Candidate Privacy Notice\nIllumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.\nBase salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.\nYour personal information will be handled in accordance with Illumia's Candidate Privacy Notice\nIllumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.","description_format":"text","description_chars":6539,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Life insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-10-01T15:57:48Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.793,"p_room":0.75,"age_days":23,"expected_fill_days":29,"reasons":["conf:4","velocity","win:late","comp:junior"],"computed_at":"2026-10-03T05:45:00Z"},"pay":{"stated_usd_annual":54000,"is_top_pay":false},"html_url":"https://alion.io/job/illumia-technical-support-engineer","json_url":"https://alion.io/job/illumia-technical-support-engineer.json","meta":{"generated_at":"2026-10-04T02:41:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3961,"day_limit":5000,"remaining_today":1039,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}