Technical Support Engineer I Centennial, CO (In-Office) Full-Time | Benefits Included $65,000 - $75,000 base salary We hire for customer care, ownership, technical curiosity, and problem-solving potential. We can teach the details, but we are looking for someone who wants to become technically strong over time. About the Role WestFax is seeking a Technical Support Engineer to join our in-office team and serve as a key technical point of contact for customers using our communications and document workflows. This role is ideal for someone early in their technical career who genuinely enjoys helping people, takes ownership of customer problems, and has the curiosity and aptitude to become a strong technical troubleshooter over time. We are looking for someone who gets satisfaction from helping customers through difficult situations, communicates with empathy, and is willing to dig in until a problem is fully resolved. You are not expected to know everything on day one - we will train you. What matters most is your willingness to learn, your ability to build trust with customers, and your determination to take ownership of problems and see them through to resolution. This is a highly customer-facing role involving phone calls, tickets, troubleshooting sessions, and competing priorities throughout the day. This position offers a clear path to increasing technical ownership. Our goal is for this person to eventually handle the majority of support issues independently, from customer intake through technical resolution. What Success Looks Like The most successful people in this role are not necessarily the most technically advanced on day one. They are people who genuinely care about customers, remain calm under pressure, communicate clearly, and refuse to let customer problems fall through the cracks. They take ownership, follow through on commitments, and bring a positive, helpful attitude to every interaction. If you naturally enjoy helping people and solving problems, and are motivated to understand how systems work, you'll thrive in this role. What You'll Do Customer Support & Ticketing Be the first point of contact for customers and provide a professional, caring support experience. Take ownership of customer issues from first contact through resolution, ensuring customers feel informed and supported throughout the process. Monitor ticket queues and help maintain responsiveness and SLA expectations. Build trust with customers through clear communication, empathy, responsiveness, and follow-through. Technical Troubleshooting - with training and support Troubleshoot Windows desktop and basic network connectivity issues. Diagnose issues related to TCP/IP networking, firewall rules, ports, and endpoint configuration. Assist with troubleshooting email delivery issues, formatting problems, and sender authentication. Learn to diagnose issues involving DNS, SMTP, and email security gateways. Support desktop applications, print drivers, and workflow integrations.

Optional:

Assist with setup and troubleshooting of copiers/MFPs and scan-to-workflow configurations. Systems & Process Support Review logs and system messages to help identify root causes. Partner with senior engineers when needed while continuing to advocate for the customer and drive issues toward resolution. Contribute to internal documentation and troubleshooting guides. Help improve support workflows and processes over time. Qualifications Required Genuine desire to help customers and create positive customer experiences. Experience in technical support, IT support, helpdesk, or a related technical role. Relevant internships, lab work, or hands-on projects count. Strong foundational understanding of Windows desktop environments. Exposure to networking concepts such as IP addressing, DNS, TCP/IP, ports, or firewalls through coursework, labs, internships, certifications, or personal projects. Experience using or learning helpdesk/ticketing systems such as Zendesk, Jira Service Management, Freshdesk, ServiceNow, or similar tools. Strong problem-solving skills, technical curiosity, and the persistence to work through unfamiliar issues until a solution is found. Excellent communication skills and the ability to remain calm, empathetic, and professional when helping customers through challenging situations. Willingness to work in-office and answer phones as part of daily responsibilities. Strong desire to learn and grow technically. Curiosity, coachability, and a genuine passion for helping people are essential. Nice to Have Healthcare IT or SaaS support experience. Exposure to DNS concepts such as SPF, DKIM, and DMARC. Understanding of telecom or VoIP fundamentals, including SIP concepts and carriers. Experience troubleshooting print drivers, desktop applications, or MFP/copier environments. Compensation & Benefits Base salary: $65,000 - $75,000 Full time 40 hours per week Company-paid health benefit up to $400/month 401(k) with company match Paid time off and paid holidays Why WestFax WestFax offers a stable, growing environment in healthcare communications with a clear separation between customer support and core engineering. This role provides the opportunity to build real technical depth without being thrown into the deep end, supported by a collaborative team and strong mentorship. If you enjoy helping customers, solving technical problems, and continuously building your skills, we would like to hear from you.

Job Type:

Full-time Pay:

$65,000.00 - $75,000.00 per year

Benefits:

401(k) matching Health insurance Paid time off

Compensation Package:

Bonus opportunities Ability to

Relocate:

Centennial, CO 80112: Relocate before starting work (Required)

Work Location:

In person