{"id":1618566,"url":"https://alion.io/job/loftware-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":1994121,"name":"Loftware","domain":"loftware.com","url":"https://alion.io/company/loftware","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portsmouth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":95000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Linux","optional":false},{"name":"SOAP","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-04T09:23:55Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-10-06T19:52:43Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"At Loftware,It’s all right there - the scale, the expertise, and the opportunity to grow your career in a business-critical industry.\nJob Title: Senior Technical Support Engineer\nPossible locations: Portsmouth, NH, USA (Hybrid)\nPlease note: Visa sponsorship is not available for this role.\nCompensation: This role is offered at a salary range of $95,000-$120,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.\nPosition summary:\nThe Senior Technical Support Engineer (TSE) serves as a trusted technical advisor to customers while providing advanced troubleshooting, leadership, and subject-matter expertise across Loftware products and related technologies.\nResponsibilities:\n- Take the lead on complex customer issues and conduct customer-facing meetings on short notice.\n- Triage, troubleshoot, escalate, and resolve customer support tickets with strong ownership and urgency.\n- Analyze logs, service behavior, and customer environments to identify root causes.\n- Utilize product domain expertise to guide customers as a trusted technical advisor.\n- Support onboarding and customer handovers.\nKnowledge & Product Contribution:\n- Identify common questions and create Knowledge articles.\n- Reproduce, document, and escalate defects to product development teams.\n- Communicate feedback and feature needs to Product and Engineering.\n- Improve processes, documentation, and workflows.\nLeadership & Collaboration:\n- Mentor and train Support team members.\n- Lead or participate in projects supporting the global support model.\n- Assist in onboarding new team members.\nTechnical Skills & Competencies:\n- Understanding of web browsers, web services, XML, SOAP, TCP/IP, HTTP, HTML.\n- Understanding of Windows/Linux OS, logging, configuration, drivers.\n- Understanding of printer communication.\n- Basic understanding of log analysis and cloud environments.\n- Ability to troubleshoot complex issues remotely.\n- Cloud knowledge; AWS/Azure highly regarded.\n- Ability to prioritize based on severity and business impact.\n- Understanding of KCS methodology.\n- Strong organizational and time-management skills.\nRequirements:\n- BS/BA in Computer Science or related field preferred.\n- Strong written and verbal communication.\n- Excellent interpersonal skills.\n- Analytical, proactive problem-solver.\n- Experience leading initiatives and projects.\nWhy Join Us?\nWorking for the undisputed global leader in a business-critical industry offers unparalleled possibilities.\n\nOur team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.\n\nWe use the power of the global team.\n\nWe set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.\n\nWe Win with Inclusion\nAt Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.\nAbout us\nWe make the Supply Chain work\nAt Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain, and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.\nMore about us: About Loftware | Global Leader in Enterprise Labeling & Packaging\nJoin us - #It’s all right there.","description_format":"text","description_chars":4144,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Consumer Goods","Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-01T20:39:33Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.813,"p_room":0.75,"age_days":31,"expected_fill_days":45,"reasons":["conf:2","win:late"],"computed_at":"2026-10-06T05:45:30Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":true},"html_url":"https://alion.io/job/loftware-senior-technical-support-engineer","json_url":"https://alion.io/job/loftware-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-06T22:07:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2312,"day_limit":5000,"remaining_today":2688,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1994121},"rest":"https://alion.io/mcp/rest/get_company?id=1994121"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Floftware-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Floftware-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Floftware-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/loftware-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Floftware-senior-technical-support-engineer"}]}