Support Engineer | Open Positions: 2

Job Description

The Company

ISA Consulting is an IT company offering end-to-end solutions in Digital Transformation, Digital Consulting and Business Process Services - supporting all Tech Stacks. Collectively we service a multitude of clients across industries and company verticals. We are a culmination of some of the brightest Full Stack Developers, Data Engineers, Architects, Project Managers, Quality Analysts, Strategists, spanning across multiple time zones.

Job Summary

The Support Engineer is responsible for troubleshooting, resolving, and documenting client issues while ensuring clear communication and timely follow-ups. This role involves ticket management, root cause analysis, knowledge base creation, and mentoring new team members. A strong background in eDiscovery, databases (Postgres/MySQL), Windows/Linux environments, and problem-solving is required.

Responsibilities & Duties

Required to learn product disciplines of their assigned vertical within the first 12 months of the role.
Contribute to ticket resolution until the request is completely resolved and provide follow-up with client after closed to assure continued success. Targeted to consume 60% of capacity.
Assure communication and resolution on tickets is always maintained in a timely matter.
Attend in-person meetings with clients to analyze, troubleshoot and diagnose problems.
Attend daily/weekly team status and development meetings and aid those with roadblocks.
Exercise root cause analysis (RCA) to systematically prevent and solve underlying issues to reduce recurrence of customer issues. Targeted to consume 20% of capacity.
Complete detailed reports listing initial requests and document steps taken to resolve them.
Create knowledgebase articles, software documentation, and other client-facing materials. Targeted to consume 20% of capacity.
Provide mentorship and training during onboarding of new team members.
Provide cross-training to team members outlining protocols to assist users with configuration and settings across Early Discovery, Processing,
Review and Analytics vertical technologies.
Summarize customer requests for feature additions and enhancements and present to Product Development for prioritization.
Collaborate with various internal and external teams to meet common goals, engage in special projects, and share ideas and knowledge.
Required to work on-call once in rotation with other Support Engineers on an as needed basis

Requirements and Skills

Excellent written and oral communication skills.
Engaging personality and ability to engage others.
Keen sense of attention to detail.
Obsessive documentation practices.
Experienced problem solver with follow-through on tasks.
Seeker of excellence with unending pursuit of improvement.
Unselfish team player.
Quickly learn and understand technology
Experience with AWS and Enterprise Cloud computing technologies.
Familiar with virtualization technologies and hypervisors.
Familiar with client-server architecture, Python, and SQL scripting.
Experience working with general LAMP stack and Java applications.
Experience in Linux security configurations, including iptables and firewalld, SELinux, HAProxy, and SSL/TLS.
Basic networking experience, including TCPIP, DNS/Bind, subnetting, VLANs, and default ports for common protocols.
Understanding of enterprise server hardware and storage solutions (NFS, CIFS, disk types, and RAID).

Mandatory Requirement

The position does not allow collaboration under Business-to-Business (B2B) contract arrangements. Candidates must be willing to enter into a standard employment relationship, fully aligned with current labor laws and regulations.

We are looking for individuals who:

Are available for full-time engagement.
Consider this role as their primary professional commitment (main job).

Education & Experience

College degree in Computer Science, Information Systems, or a related field.
3 to 5 years of working experience with previous help desk/support history.
eDiscovery experience.
Database basics, including table navigation, select, and updates for Postgres and MySQL.
Experience with working and navigating in Windows and or Linux environment

Hiring Policy

This job description may evolve over time. ISA Consulting is dedicated to diversity and inclusion, ensuring a fair workplace for all, regardless of race, color, religion, gender, national origin, age, disability, or any other protected status.

Support Engineer

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