Senior Technical Support Engineer

Job title: Senior Technical Support Engineer

Location: Albany, NY or remote

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.

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 Senior Technical Support Engineer, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers. You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes. This role requires deep technical expertise combined with leadership capabilities to drive excellence across the support organization.

Your responsibilities include:

• Resolving escalated technical issues that others cannot solve
• Leading customer crisis situations
• Developing advanced troubleshooting procedures
• Mentoring Technical Support Engineers and Associates.
• You’ll also participate in product development discussions, contribute to technical documentation, and represent the support perspective in cross-functional initiatives.

Who you will work with

You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team. You’ll collaborate extensively with Product Engineering, Quality Assurance, and Customer Success teams on complex issues and product improvements. You’ll mentor junior staff while partnering with Lead Support Engineers on organizational development initiatives.

Your customer interactions will include technical consultations with senior IT leaders, participation in executive business reviews, and direct involvement in critical issue resolution for high-value accounts.

What you bring to the table

Core Requirements

• Practical experience in Information Technology, Engineering, or related technical field
• 4-7 years of progressive technical support experience with increasing complexity
• Advanced troubleshooting skills across multiple technology stacks
• Proven mentoring and knowledge transfer capabilities
• Experience leading critical issue resolution and customer crisis management
• Strong SQL skills including complex query writing and performance optimization
• Deep understanding of enterprise software architecture and integrations
• Experience with API development/troubleshooting and web services
• Excellent communication skills with ability to present to executive audiences
• Leadership capabilities with demonstrated influence without direct authority

Preferred Qualifications

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services with regulatory knowledge
• Advanced knowledge of security protocols and compliance frameworks
• Experience with cloud platforms and modern DevOps practices
• Background in software development or system administration
• Project management experience and cross-functional leadership
• Industry certifications relevant to product portfolio
• Experience with customer success or professional services delivery

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.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law.

What is good to know

This role requires flexibility for critical issue response including after-hours and weekend availability. Travel may be required for customer escalations, training delivery, or strategic initiatives (typically 5-10%). You'll have opportunities to present at industry conferences and contribute to thought leadership. This position offers advancement paths to Lead Support Engineer, Customer Engineering, or management roles.

This position is classified as [Non-Exempt] under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

What you get when you join our team

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance

• Comprehensive employee assistance program (EAP)

• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.