{"id":2494486,"url":"https://alion.io/job/lansweeper-technical-support-engineer","title":"Technical Support Engineer","company":{"id":54409,"name":"Lansweeper","domain":"lansweeper.com","url":"https://alion.io/company/lansweeper","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":138000,"period":"year","method":"role_country_seniority_unknown","sample_n":1646},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"AI Agents","optional":true},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-08-19T10:39:37Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-10-14T23:32:39Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"Technical Support Engineer\n(Hybrid in office 3 days a week)\nContext & Impact\nLansweeper is opening a new Support Engineer position in Austin, TX, an on-site-first role (3 days/week) for someone who wants to embed in a technically sharp, close-knit team.\nYour mission: become a trusted technical expert helping IT professionals worldwide get maximum value from the Lansweeper platform, working from an extensive in-house lab across Windows, Linux, macOS, Active Directory, VMware, AWS, and Azure. Over time, you'll develop SME-level expertise in one or more domains, with a clear path toward Operational Lead and beyond.\nNear-term focus: handle more cases faster, with fewer touchpoints per resolution. By 2027, the team moves toward enterprise account support, meaning higher-stakes customer interactions and broader technical responsibility will follow.\nChallenge\nGetting up to speed with a genuinely complex product. Lansweeper touches every layer of a customer's IT environment, including networking, OS, cloud, OT, and IoT, and mastering it takes dedication and a real passion for IT.\n\nManaging a high-volume caseload. The incoming queue runs at approximately 60 cases per day across the team. Cases don't resolve linearly. Customers go quiet, issues resurface, and handovers need to be seamless. Organisation and documentation are non-negotiable.\n\nBalancing technical depth with customer clarity. Knowing how to communicate clearly under time pressure is as important as finding the right technical answer.\n\nKey Responsibilities\nAnalyse and troubleshoot technical support cases from customers worldwide, primarily via written communication.\n\nReproduce and solve issues in our in-house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.\n\nDocument your troubleshooting steps and train of thought clearly in every case for quality assurance and seamless handover.\n\nFollow up on open cases proactively. No customer falls through the cracks, SLAs are respected (coverage required until 6 PM CT; potential on-call rotations in the future).\n\nWork within a buddy system for your first six months, with output reviewed before it reaches customers.\n\nMaintain and improve technical documentation in Confluence, Jira, and Salesforce.\n\nAs you grow: join customer calls for severity-one and enterprise cases, and develop SME-level expertise in one or more domains.\n\nKey Requirements\nHard skills:\n3+ years in IT support, system administration, or a closely related technical role with genuine hands-on troubleshooting experience.\n\nSolid networking foundation across subnets, firewall rules, network segmentation, and discovery protocols. You don't configure routers; you understand why one might block asset discovery.\n\nHands-on experience with Linux (increasingly critical) and Windows; macOS is a plus.\n\nAbility to set up and configure VMs and lab environments (VMware or equivalent). This is a baseline, not a nice-to-have.\n\nFamiliarity with Active Directory and cloud platforms (AWS and/or Azure).\n\nBasic familiarity with Jira, Confluence, and/or Salesforce.\n\nAbility to read and write basic SQL queries or scripts.\n\nFluent English (written and spoken).\n\nMust be authorised to work in the US and based in or willing to relocate to the Austin, TX area.\n\nSoft skills:\nGenuinely curious about IT infrastructure. The kind of person who tinkers after hours because they want to.\n\nHighly organised. You manage multiple open cases simultaneously and never lose the thread.\n\nCustomer-focused and quality-driven. The answer needs to be right, not just fast.\n\nTeam-oriented and ego-free. You thrive in a collaborative environment where helping each other is just how things work.\n\nAI-Specific Skills:\nLansweeper is an AI-native company. In this role, AI is a day-to-day tool, not a future concept.\nThe team actively uses Claude, ChatGPT, a Slackbot-integrated AI assistant, and other AI tooling to surface similar past cases, accelerate troubleshooting, and cut resolution time.\nWhat matters is not which tools you've used, but whether you understand that a good prompt requires domain knowledge. Without solid technical foundations, AI won't save you. We need someone who uses AI as a force multiplier on top of real expertise. Experience building basic AI agents or automations is a genuine bonus.\nTeam Info\nYou'll join a global Support Team of approximately 18 people, including approximately 14 SMEs and 4 management/lead positions, working across Austin and Belgium.\nOur Offer\nSalary: To be discussed with the recruiter before the first interview\nTime off: 20 vacation days + 3 sick days + 6 personal days + 12 public holidays.\n\nHealth & protection: Medical, dental, vision, life, and disability insurance, plus EAP mental health support.\n\nPension: 401(k) with 4% employer match.\n\nWork setup: Hybrid (3 days/week on-site in Austin, TX) with full telework equipment and a monthly internet allowance.\n\nAbout Lansweeper\nLansweeper is the AI Cyber Asset Intelligence platform helping IT and Security teams gain full visibility, reduce cyber risk, and scale automation with confidence.\nIn today's complex IT, OT, cloud, and IoT environments, fragmented asset data slows decisions and increases risk. We transform raw asset data into a continuously validated, trusted source of truth so teams can move faster and act with certainty.\nWith Lansweeper, organizations can:\nSee - Truly complete visibility across hybrid environments\n\nKnow - Enriched asset intelligence with lifecycle and risk context\n\nAct - Automate workflows, coordinate remediation, and enforce policy at scale\n\nFrom universal asset discovery to AI-powered intelligence, we provide the shared foundation modern IT Operations, Cybersecurity, and Digital Transformation teams rely on.\nOur culture - four core values:\nOne Team - United across boundaries\n\nWe Care - Customers and people at the center\n\nWe Grow - Learning, sharing, improving\n\nWe Deliver - Focusing on what truly matters\n\nAI Usage during Hiring Process\nWe use AI to support and not replace during the hiring process. HR decisions are made by our talent acquisition team. You can request more info at any time via \nDiversity Statement\nIt is Lansweeper's policy to provide equal employment opportunity to all applicants and employees.\nLansweeper disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.\nCall to Action\nReady to join us? Click Apply now or share this role with someone in your network.\n*This role is not eligible for visa sponsorship, now or in the future. 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