Technical Support Engineer II Hybrid - US
Energy SolutionsBoston, Massachusetts
Full Time
Posted October 22, 2025
$85k - $115k
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Job Description
The Technical Support Engineer II at Energy Solutions is responsible for managing and resolving technical issues related to software systems that facilitate energy incentive programs, collaborating with development teams, and supporting clients to ensure system functionality and client satisfaction.
Key Responsibilities
- Manage software work tickets by gathering information, prioritizing tasks, and following up on deliverables
- Troubleshoot, reproduce, and develop solutions for technical issues
- Escalate urgent problems to appropriate internal resources
- Collaborate with client teams and technical staff to support custom software systems
- Engage with development teams to support development environments
- Interact with users and staff of varying technical levels to provide support and guidance
- Contribute to documentation through knowledge articles and runbooks
- Respond to support tasks with timely solutions
Requirements
- Minimum of 5 years of relevant experience in technical support or software troubleshooting.
- Bachelor's degree in computer science or a related field is preferred but not required.
- Proficiency in debugging and resolving technical issues related to software systems.
- Experience with managing and resolving software work tickets, including gathering information, prioritizing tasks, and following up on deliverables.
- Ability to troubleshoot and reproduce technical issues and develop technical solutions.
- Experience escalating urgent problems requiring more in-depth knowledge to appropriate internal resources.
- Strong research and communication skills, both verbal and written, to interact effectively with a broad range of people including technical staff, management, and functional users.
- Experience collaborating directly with engineers, project managers, and other staff.
- Experience with Jira Software and other Atlassian products, or similar ticketing and project management tools.
- Experience with Python scripting.
- Self-motivated, detail-attentive, and able to work independently with minimal guidance.
- Ability to manage multiple tasks simultaneously and prioritize effectively.
- Experience supporting custom software systems and engaging with development teams.
- Strong decision-making skills and ability to contribute to documentation through knowledge articles and runbooks.
- Excellent interpersonal communication skills, both verbal and written.
- Ability to work in a hybrid environment, working onsite at least 1 day per week (currently Wednesdays) with flexibility for additional days.
- Ability to interact with individuals of varying technical levels, including IS staff, management, project teams, and functional users.
- Willingness to participate in background checks and pass a drug screening as preconditions of employment.
- Authorization to work in the U.S. indefinitely.
Benefits & Perks
Salary range of $85,000 to $115,000 with a target of $97,750 based on experience
Hybrid work schedule with at least 1 day onsite per week (currently Wednesdays) with flexibility
Generous retirement package
Medical, dental, and vision insurance
Pre-tax contribution plans
Employee Stock Ownership Plan (ESOP)
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