Technical Support Engineer

We are seeking a versatile and hands-on tech and support enthusist to support our growing business. This individual will assist with a broad range of technology-related functions, including IT support, website management, CRM development, Microsoft 365 administration, POS system support, and general technical troubleshooting. The ideal candidate is a self-starter with strong problem-solving skills and a passion for technology.

Key Responsibilities: 

Support & Administration

• Provide day-to-day technical support for employees and clients.
• Troubleshoot hardware, software, network, and connectivity issues.
• Manage user accounts, permissions, and security settings within Microsoft 365.
• Configure and maintain computers, printers, mobile devices, and peripherals.
• Monitor and maintain system performance and reliability.

Website & Hosting Management

• Manage and monitor company websites and URLs.
• Maintain website hosting environments through platforms such as DreamHost.
• Assist with website creation, updates, content management, and troubleshooting.
• Ensure website uptime, security, and performance optimization.

Development & Automation

• Perform basic coding and development tasks as needed.
• Assist with website integrations, APIs, and automation projects.
• Develop and maintain internal tools to improve operational efficiency.

CRM & Business Systems

• Assist with CRM setup, customization, and ongoing development.
• Create workflows, automations, reports, and dashboards.
• Help integrate CRM platforms with other business applications.

POS & Technology Support

• Install, configure, and support Point-of-Sale (POS) systems.
• Perform onsite installations and deployments of POS equipment and related hardware.
• Troubleshoot payment terminals, scanners, printers, networking devices, and other technology solutions.
• Provide technical support for merchant services and payment-related technologies.

General Technical Operations

• Document processes, configurations, and troubleshooting procedures.
• Assist with technology projects and system implementations.
• Support cybersecurity best practices and data protection initiatives.
• Lead on Network security matters/monitor and maintain company firewalls, security systems and network protections.
• Manage antivirus, anti-malware, and endpoint protection solutions across company devices.
• Monitor systems for security threats, suspicious activity, and potential vulnerabilities.
• Assist with cybersecurity best practices, system patching, software updates, and security compliance.
• Configure and maintain network security settings, DNS records, VPN access, and user permissions.
• Respond to and troubleshoot security incidents, malware infections, and unauthorized access attempts.
• Perform routine system health checks, security audits, backups, and disaster recovery procedures.
• Handle various technology-related tasks as business needs evolve.
• Technical Empathy (Client-Facing Communication): The ability to translate complex backend errors (like API or gateway failures) into clear, calming, and jargon-free explanations for our merchants.
• Full-Stack Troubleshooting: Confident in tracing an issue through the entire lifecycle—from the browser and Cloudflare proxy, all the way down to our Node.js backend and payment gateway logs.
• Security-Oriented Mindset: Intuitive understanding of web security fundamentals. Must be able to spot anomalous traffic patterns, identify botnet behaviors, and differentiate between a simple bug and an active attack.
• Calm Context-Switching: Comfortable navigating the transition from deep, focused coding tasks to interrupt-driven, live-fire client support calls without getting flustered.
• Proactive Problem Solver (Extreme Ownership): Driven to permanently fix the root cause in the codebase rather than just answering the same support ticket twice.