What are the responsibilities and job description for the Technical Support Engineer position at AMCS Group?
Sustainability that means business
Who we are
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
Role Overview
We are seeking a motivated and customer‑focused Technical Support Engineer to join our North America Support team. This role is responsible for providing high‑quality technical assistance to customers, troubleshooting complex issues, and ensuring timely resolution while maintaining clear and professional communication.
As a Technical Support Engineer, you will work closely with customers, internal product and engineering teams, and fellow support engineers to resolve technical issues, contribute to service stability, and continuously improve the customer experience.
Key Responsibilities
- Customer Support & Issue Resolution
Serve as the primary technical point of contact for customer‑reported issues
Diagnose, troubleshoot, and resolve software, configuration, data, and workflow issues
Clearly document findings, actions taken, and next steps within support cases
Manage cases through full lifecycle, from initial intake to resolution
Prioritize and handle incidents based on severity, customer impact, and SLAs
- Incident & Escalation Support
Participate in P1 / priority incident handling and handovers as required
Escalate issues to development or specialist teams following defined processes
Provide accurate, timely customer updates during incidents
Collaborate cross‑functionally to support root cause analysis and prevention
- Communication & Customer Experience
Maintain professional, empathetic, and transparent communication with customers
Translate technical concepts into clear, customer‑friendly language
Set realistic expectations and provide regular progress updates
Contribute to positive customer outcomes and CSAT performance
- Knowledge & Process Improvement
Contribute to internal knowledge base and documentation
Identify recurring issues and suggest improvements to processes or product behavior
Share learnings with peers and participate in team knowledge‑sharing sessions
Support ongoing initiatives such as LCC reduction, case hygiene, and quality improvements
Required Skills & Experience
- 2 years of experience in a technical support, application support, or similar role
- Strong troubleshooting skills with complex software systems
- Experience working with ticketing or case management tools (e.g., CRM / Service platforms)
- Ability to analyze logs, data, and system behavior to identify root causes
- Excellent written and verbal communication skills
- Strong organizational skills and ability to manage multiple active cases
Preferred / Nice‑to‑Have
- Experience supporting SaaS or enterprise applications
- Familiarity with SQL, APIs, integrations, or data troubleshooting
- Experience working with development teams and defect tracking systems
- Exposure to ITIL concepts or incident management processes
- Experience supporting customers in high‑availability or 24/7 environments
What Success Looks Like
- Consistent delivery of timely, high‑quality case resolutions
- Strong communication and customer trust, especially during high‑impact incidents
- Active contribution to reduced backlog, improved LCC metrics, and operational stability
- Growing technical depth and ability to handle increasingly complex issues