Technical Support Engineer

The Technical Support Engineer at Cargas supports Cargas Energy customers by diagnosing and resolving technical issues across SQL, JavaScript, and .NET, including work with SQL servers. The role also includes ticket-based customer support, documentation, and cross-team collaboration to ensure timely resolutions.

Key Responsibilities

• Respond to support tickets and provide timely status updates through the ticketing system or by phone when required.
• Debug routine issues in SQL procedures, JavaScript, and .NET code to move cases toward resolution.
• Monitor SQL servers and perform basic configuration as needed.
• Troubleshoot customer issues within a Cargas Energy component, escalating more complex items when appropriate.
• Record troubleshooting steps, resolutions, and customer communication for clear internal and customer context.
• Help build and maintain the knowledge base by contributing common fixes, scripts, and how-to guidance.
• Collaborate with teammates to share knowledge and coordinate workloads.
• Work toward individual and team productivity objectives, including SLA and KCS-related goals.
• Use approved AI technologies, intelligent automation, and self-service solutions to support daily operations, improve customer experience, increase efficiency, support retention, and reduce ticket volume.

Required Qualifications

• Associate’s degree or an equivalent combination of education and experience.
• 1+ year of experience in a business setting.
• Ability to learn new technology and use available resources to answer questions and solve problems.
• Ability to learn a ticketing system.
• Ability to work independently and in a team environment.
• Strong listening, conflict resolution, and communication skills.
• Proficiency in Microsoft Office Suite.

Valued Background

• Bachelor’s degree in Computer Science, Business, or a related field.
• Experience in software support.
• Experience with ticketing systems such as Zendesk or Jira.
• Understanding of basic SQL queries, networking, logs, error messages, and APIs.

Tools and Technologies

• SQL
• JavaScript
• .NET
• SQL servers
• Microsoft Office Suite
• Zendesk
• Jira

Location and Experience

• Location: Lancaster, PA (onsite)
• Minimum experience: 1 year

Benefits

• Employee ownership
• Profit sharing
• Bonus programs
• Comprehensive benefits
• Cost-saving programs focused on mental, physical, financial, and social well-being