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 providing technical support 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 a broad range of users and staff to provide technical support and guidance
- Contribute to documentation through knowledge articles and runbooks
- Respond promptly to support tasks with effective solutions
Requirements
- Minimum of 5 years of relevant experience in technical support or related roles.
- 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 managing multiple tasks simultaneously and prioritizing work effectively.
- Strong research and communication skills, both verbal and written.
- Experience with Jira Software and other Atlassian products, or similar tools.
- Experience collaborating directly with engineers, project managers, and other staff.
- Experience with Python scripting.
- Self-motivated, detail-attentive, and a desire for continuous learning.
- Ability to interact with a broad range of people of varying technical levels including IS staff, IS Management, Project Management, and functional users.
- Ability to manage software work tickets, gather information, seek clarity, prioritize tasks, assign tickets, and follow-up on deliverables.
- Ability to troubleshoot and reproduce technical issues and develop technical solutions.
- Ability to escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
- Ability to contribute to documentation through knowledge articles and runbooks.
- Respond to support tasks with timely solutions.
- Provide support, direction, and guidance to team members.
- Ability to work independently and manage time effectively with minimal guidance.
- Willingness to work onsite at one of the company offices a minimum of 1 day per week (currently Wednesdays) with flexibility for the remaining days.
- Ability to perform a background check and pass a drug screen 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 and qualifications
Hybrid work schedule with at least 1 day onsite per week (Wednesdays) with flexibility
Generous retirement package
Medical, dental, and vision insurance
Pre-tax contribution plans
Employee Stock Ownership Plan (ESOP)
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