What are the responsibilities and job description for the Technical Support Engineer position at Illumia, LLC?
Who we are:
Illumia 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 Transact Campus CBORD, 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.
This position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.
Alpharetta, GA - 1125 Sanctuary Parkway, Ste 220, Alpharetta, GA 30009
Scottsdale, AZ - 18700 N. Hayden Rd, Ste 230, Scottsdale, AZ 85255
Why join our team?
We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.
Our 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.
What you will be doing:
As 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.
Job Summary / Purpose- The 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.
Who you will work with:
You'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.
You'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.
Key Responsibilities and Duties
- Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.
- Collaborate with internal teams to resolve escalated cases and ensure timely resolution.
- Document solutions and contribute to the knowledge base for team-wide learning and efficiency.
- Drive process improvements that enhance overall support delivery and customer satisfaction.
- Serve as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio.
What you bring to the table:
Required Qualifications
- Practical experience in Information Technology, Engineering, or related technical field
- 2-4 years of technical support or software troubleshooting experience
- Strong analytical and problem-solving skills with attention to detail
- Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
- Experience with SQL databases and basic query writing
- Familiarity with Windows and/or Linux server environments
- Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
- Customer service orientation with patience and empathy
- Ability to work independently and manage multiple cases simultaneously
- Willingness to learn new technologies and adapt to changing environments
Preferred Qualifications
- Bachelor's degree in Computer Science or related field of study
- Experience in healthcare, higher education, or financial services technology
- Knowledge of payment processing systems and PCI compliance
- Familiarity with campus card/ID systems or access control technologies
- Experience with enterprise software integrations and APIs
- Understanding of network fundamentals (TCP/IP, DNS, firewalls)
- Experience with ticketing systems and customer support tools
- Previous experience in mission-critical environments
Essential Functions of the job:
The 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.