Tech Support Engineer

At iFLY, our mission is to deliver the dream of flight to everyone! A global company with over 100 vertical wind tunnels in 19 countries (corporate and franchise), iFLY offers an exciting opportunity to join a successful and innovative organization that supports your professional growth. We are seeking a Tech Support Engineer to support our expanding network of corporate-owned and franchise locations across the U.S. and internationally. This role is central to driving key support initiatives within a complex technical environment, working alongside a small dedicated team. Success requires a steady blend of patience, poise, and perseverance - our unintentional but essential "3P's." This is a hybrid position based out of iFLY's Austin, TX corporate office; the role combines regular in-office days with work-from- home flexibility. The Support Engineer will partner with the Sr. Director of Retail Technology to advance and streamline support processes, while working with cross-functional teams to meet evolving technical and operational needs. This role also collaborates cross-functionally with multiple business units to address evolving technology needs and unique operational requirements. To excel in this position, the individual will help guide the team through ongoing organizational change while preserving a collaborative culture, upholding high service standards, and creating exceptional experiences for our employees. Duties and Responsibilities Manage all aspects of technology support, including but not limited to: Technical troubleshooting Create and document support processes and procedures Technical case management and resolution from retail and corporate employees. Home office and retail technology asset management The education surrounding our constantly changing environment. On-call and urgent line services Executive white glove service Focus on the overall goal of supporting and resolving all reported technical issues from start to finish by providing excellent customer service while minimizing monetary impact to the business. Single point of escalation for all requests that do not have documented or previously defined escalation paths. Accountable for operational performance of business-defined KPIs and SLAs, along with other measurable metrics as defined by the technology team. Continuously work to improve the support team process, procedure, customer experience, and Technology experience for our employees. Communicate and coordinate as appropriate with all levels of the business to accomplish tasks and projects. Vendor coordination to drive issue resolution Other duties and tasks are aligned and assigned by the Director of Technology Operations. Work Experience and Requirements Must have a minimum of 3+ years providing technical support of PC/Notebook hardware-based systems, and/or relevant experience. Must have a minimum of 3+ years providing technical support of on-premise or SaaS based systems, and/or relevant experience. Must be within a commutable distance to a corporate-owned retail location: https://www.iflyworld.com/find-a-location/ Strong technical aptitude, professional attitude, enthusiastic, and reliable Experience with enterprise-class infrastructure and systems, including Zendesk, AWS, Office 365, Azure Active Directory, on-prem Active Directory, MDM, SSO, MFA, Cisco, Palo Alto Networks, and Cato Networks. Advanced-level knowledge of Windows and Apple products Basic understanding of SQL databases with the ability to perform basic queries Ability to retain detailed essential information and/or instruction Ability to solve complex problems in a technical service-oriented environment Ability to comprehend, capture, and interpret basic customer information Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities Ability to exercise emotional sensitivity to customer needs and challenges Strong customer service experience Expert at delivering complex information to both technical and non-technical individuals Thorough knowledge of telephone etiquette Availability to work weekends and in an on-call capacity. The Good Stuff Competitive Salary and performance bonus opportunities Medical, dental, vision and supplemental plans Paid time off (PTO) Parental Leave Company Holidays 401 (k) retirement investment Employee Assistance Programs (F2F counseling, financial coaching, legal counseling & mediation services) Tuition reimbursement Referral bonus program Team member discount on retail merchandise and flight packages Free flight time for immediate family Ongoing training and development programs •This document is not an exhaustive list of every task this position will be asked or expected to perform. The primary responsibility of all iFLY Team Members is to prioritize their activities based on the needs of the business. As iFLY continues to grow and evolve, so will the duties of our Team Members.

Pay:

$75,000.00 per year