Field Support Associate at fetchpackage | Austin, TX

Join Nagarro as an Associate Engineer in our Technical Support team, where you will play a vital role in providing top-notch support to our clients. This position offers an exciting opportunity to develop your technical skills while working in a collaborative environment. You will be responsible for troubleshooting and resolving technical issues, ensuring customer satisfaction through effective communication and problem-solving.

Sona builds workforce management software for frontline organizations. Many of these teams still rely on paper, spreadsheets, or legacy systems to coordinate their most important asset: people. Sona’s platform brings together scheduling, HR, payroll, and communication tools, helping large frontline employers improve staffing and empower their teams. In just four years, Sona has reached over 100,000 frontline workers and grown to more than 140 employees. The company has raised over $100 million from investors such as Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, Notion Capital, and angel investors including Tom Blomfield (Monzo). Role Overview Sona is hiring its first Technical Support Engineer in the US. This hybrid role is based in Austin and works closely with the UK support team, as well as the Solutions Architect and Project Manager in Austin. The position focuses on supporting US customers and shaping the support function in this region. What You Will Do Provide technical support to customers via email and live chat Troubleshoot complex product issues and communicate findings to the development team Assist customers with product configuration, data uploads, and User Acceptance Testing (UAT) before launch Act as a bridge between customers and internal teams, ensuring smooth onboarding and successful go-live experiences Collaborate across time zones with colleagues in the UK and Austin Help shape support processes and influence how the US support operation develops What Makes This Role Unique First technical support hire in the US, with the chance to build and refine local processes Work closely with experienced teams in both the US and UK Gain hands-on exposure to Sona’s platform and customer base Opportunity to make a visible impact on customer experience and company growth Location Hybrid role based in Austin.

Important: Zello never asks for sensitive information such as bank account details or checks during hiring. Official communication comes only from zello.com email addresses. If anything seems suspicious, contact recruiting@zello.com. Zello creates a voice-first communication platform used by deskless workers around the world. Over 175 million people depend on Zello’s push-to-talk app, which processes about 9 billion messages each month. The platform supports frontline workers, helps people during emergencies, and assists first responders globally. Role overview The L2 Support Engineer acts as the bridge between the Product Advocate (L1) team and Engineering. This position handles second-level technical support, focusing on advanced issues involving the app, network, and API integrations. Work includes direct interaction with enterprise customers and developers to resolve complex problems. The L2 Support Engineer helps maintain Zello’s reliability for organizations that rely on the platform daily. This role reports to the Product Advocate Manager and works closely with Product, Engineering, Sales, and Customer Success teams. Mission Provide deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise clients and the Product Advocate team. Key focus areas Advanced troubleshooting and root-cause analysis Managing escalations and coordinating with multiple teams Supporting API, SDK, and integration efforts Assisting with enterprise implementations Responsibilities Advanced troubleshooting and root-cause analysis Investigate technical issues that exceed the scope of L1 support Use diagnostic tools, logs, and APIs to pinpoint root causes Reproduce and document product bugs for the Engineering team

Join the dynamic team at Catalate as a B2B Technical Support Specialist, where you will play a pivotal role in delivering exceptional customer support to our business partners. You will be responsible for troubleshooting technical issues, providing solutions, and ensuring a seamless user experience with our products.

Role Overview Lightspeed Systems is hiring a Customer Technical Support Specialist in Austin, Texas. This role centers on helping clients resolve technical issues and understand product features. The position supports customers directly, aiming to create a smooth and positive experience with every interaction. What You Will Do Troubleshoot technical problems for clients Share clear, accurate product information Work to ensure each customer receives prompt and effective support What We Look For Interest in technology and problem-solving Commitment to helping customers succeed Strong communication skills

About Future Secure AI Future Secure AI develops artificial intelligence solutions for global enterprises. The company focuses on tackling complex challenges across industries, guided by a set of BRAVER values: bravery, rigor, and curiosity. Leadership encourages open communication and values each employee’s role in the community. Professional growth is a priority, and success is seen as a shared journey. Role Overview The Customer Support Engineer will join the Austin, TX headquarters as a key member of the support team. This position acts as the main point of contact for customers, providing technical assistance and resolving complex issues related to the Future Secure AI platform. The role involves helping users with onboarding, troubleshooting, and explaining platform features. Customer feedback will be shared with product and engineering teams to improve the platform. What You Will Do Serve as the primary technical support contact for customers Assist users with onboarding and platform navigation Troubleshoot and resolve technical issues Clarify platform functionalities for users Advocate for customer needs within the organization Provide feedback to product and engineering teams Who Thrives Here Problem solvers with a technical background People who enjoy helping others and explaining technical concepts Those interested in the intersection of AI and security

About SwapAt Swap, we are pioneering the future of commerce through our innovative AI-driven platform. We connect backend operations seamlessly with a cutting-edge storefront experience, empowering brands to sell products globally.Our platform is designed for brands that aspire to sell anything, anywhere. Swap centralizes global operations, streamlines intelligent workflows, and enables margin-enhancing decisions through real-time data insights. Our comprehensive suite of products includes features for cross-border sales, tax compliance, returns management, demand forecasting, and our state-of-the-art agentic storefront, providing merchants with complete transparency and the confidence to take action.We are cultivating a company culture that emphasizes clarity, creativity, and shared responsibility as we reshape the landscape of global commerce.About the RoleWe are looking for a dependable, organized, and technically adept Technical Support Specialist who thrives on problem-solving and delivering exceptional customer experiences. In this role, you will address technical inquiries from merchants, diagnose platform issues, and ensure timely and precise resolutions.This position fuses customer support with technical investigation: you will be part troubleshooter, part educator, and part liaison between merchants and our product and engineering teams. You will engage with various workflows, from analyzing API logs to assisting merchants with customs documentation, and play a vital role in enhancing our support function as we expand.Collaboration with our Customer Experience, Product, and Engineering teams will be crucial to keeping merchants on track and continuously improving our support processes.

Who You’ll Collaborate WithAre you an exceptional Technical Support Engineer eager to tackle complex customer challenges? At Arista Networks, our unwavering commitment to customer success drives us to provide direct access to elite engineers who excel at resolving intricate issues, enhancing the support experience, and fostering customer satisfaction.We invite top-tier Technical Solutions Engineers (TSE) to join our dynamic team, dedicated to supporting our innovative products and solutions. Within Arista, a TSE is akin to a Tier 3 TAC or Escalation Engineer in traditional support frameworks. Our mission revolves around customer success, underscored by rapid response times and collaborative teamwork. You will engage with a diverse, multicultural team of exceptional engineers who advocate for our customers. Additionally, you will collaborate closely with software/hardware engineering, product management, customer engineering, and sales teams. Our team culture is rooted in collaboration among highly skilled individuals, as we unite as One Team to achieve unparalleled customer satisfaction.Your ResponsibilitiesThe ideal candidate will possess the ability to troubleshoot intricate and evolving customer environments while effectively managing communication in each case. A strong analytical mindset is essential, complemented by adept triaging skills. As we continuously introduce innovative features and products, a keen aptitude for both learning and teaching is crucial.Our engineers work in close partnership with Customer Engineering, as well as Software and Hardware development—diagnosing issues and articulating them across various technical contexts. Consequently, exemplary written and verbal communication skills are imperative, paired with a collaborative approach.Key Responsibilities Include:Promptly respond to customer inquiries regarding products via telephone or written communication.Address customer concerns related to installation, operation, maintenance, or product compatibility.Utilize interpersonal skills and product expertise to manage daily customer-centric activities effectively.Troubleshoot issues with hardware and software applications, recommending corrective actions as needed.Document customer interactions and recurring technical challenges to bolster product quality initiatives and development.

Edlink is searching for a Technical Support Specialist to join its Austin-based team. The company builds technology that connects learning platforms and school data systems, supporting over 60 million users across 5,000 districts and universities. As one of the earliest hires, this role will help shape how Edlink grows and serves its clients. Role overview This position centers on supporting Edlink’s SMB clients. The Technical Support Specialist manages the support pipeline, coordinates communication between Client Success, Engineering, and clients, and ensures a smooth experience across all touchpoints. Daily work involves live client interactions via Slack, email, and Google Meet, as well as handling a backlog of cases in the ticketing system (Pylon). The role also involves escalating technical issues by collaborating with developers, documenting JIRA tickets, and troubleshooting API-related concerns. Building a strong understanding of Edlink’s technology, client needs, and industry use cases is essential. As the company evolves, responsibilities may shift to support new initiatives and improvements in process, response times, and customer satisfaction. What you will do Act as the primary contact for SMB clients, delivering high-quality technical support Manage the support pipeline and facilitate communication between internal teams and clients Engage with clients through Slack, email, and Google Meet, focusing on their experience Handle and resolve cases within the Pylon ticketing system Work with developers to escalate issues, document JIRAs, and troubleshoot API faults Develop a deep understanding of Edlink’s technology stack, client personas, and industry context Contribute to ongoing improvements in processes and customer satisfaction Support various company initiatives as Edlink grows and adapts Requirements 2-4 years of experience in SaaS support, integrations, technical account management, or customer support Ability to understand APIs and explain technical concepts clearly Experience troubleshooting workflows across multiple systems and platforms Proven ability to independently investigate and resolve issues

Join our dynamic team at Artech Information Systems LLC as a Deskside Support Specialist. In this role, you will provide essential technical support to our clients, ensuring they have the resources they need to succeed. We are looking for a proactive individual who can troubleshoot issues, assist with hardware and software installations, and enhance user experience.

About Us Graphcore is a globally recognized pioneer in Artificial Intelligence computing systems. We specialize in designing cutting-edge semiconductors and data center hardware that deliver the specialized processing power essential for advancing AI innovation, while ensuring the efficiency necessary for its widespread adoption. As a proud member of the SoftBank Group, Graphcore is part of an elite network of companies at the forefront of transformative technologies. Our new AI Engineering Campus in Austin will be pivotal in our mission to shape the future of AI computing. Key Responsibilities: Oversee procurement and ensure material readiness for seamless execution with suppliers, contract manufacturers, and joint development manufacturers. Collaborate closely with cross-functional teams to ensure alignment and timely project delivery. Develop and maintain project schedules, ensuring on-time completion of deliverables. Support the engineering team in streamlining processes and enhancing operational efficiency. Assist in maintaining documentation for all engineering projects and procurement processes. Engage in continuous improvement initiatives to enhance workflow and productivity.

Join Apptronik as an IT Support Specialist and become a critical part of our innovative team. In this role, you will be responsible for providing technical support and troubleshooting for our internal systems. You will work closely with various departments to ensure that all IT-related issues are resolved promptly, enabling our team to work efficiently and effectively.Your responsibilities will include managing help desk requests, maintaining hardware and software systems, and assisting with the implementation of new technologies. A strong customer service mindset is essential as you will be the first point of contact for IT-related queries.

Semperis is committed to being a Force for Good and building a workplace where people thrive. The company has earned recognition as one of America's Fastest-Growing Cybersecurity Companies (Inc. 5000), a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace honoree. Role Overview The Technical Enablement Engineer will join the Global Technical Enablement team in Austin. This individual contributor role focuses on developing and managing hands-on lab environments for Semperis products, including DSP, ADFR, DRET, Lightning, Ready1, and Migrator. The position also coordinates technical enablement sessions for colleagues worldwide. Collaboration with Product, Engineering, Technical Delivery, Pre-Sales, and Partner teams is central to the role. The goal: translate product capabilities into high-quality, scalable lab experiences that support internal learning and governance. Main Responsibilities Hands-On Lab Management Oversee processes for the hands-on lab environment supporting all Semperis products. Design scalable, repeatable multi-tenant lab topologies that reflect real-world enterprise identity environments and common deployment patterns. Lead implementation and configuration of the lab delivery platform (such as Skillable), including integrations, templates, and automation for complex scenarios and validation logic. Establish and maintain standards for network, identity, security, and data configurations within labs to ensure consistency and repeatability. Work with Product and Engineering teams to keep labs current with new releases, features, and architectural changes for DSP, ADFR, DRET, Lightning, Ready1, and future products. Lab Content and Scenario Design Collaborate with subject matter experts to create scenario-based labs that align with real-world use cases.

Join our dynamic Vehicle Development team as a Fleet Support Engineer, where you will play a crucial role in ensuring the operational uptime of our fleet. We are seeking a highly skilled technical expert who excels in collaboration with cross-functional teams, meticulously documents troubleshooting processes, and provides real-time operational support.**Shift: Saturday to Wednesday, 8 AM - 6 PM local time**Key Responsibilities:Act as the primary point of contact for real-time escalations related to sensor issues within the fleet.Conduct detailed root cause analyses through comprehensive log reviews to identify and resolve fleet-related issues.Create, update, and maintain a thorough troubleshooting guide for technicians, integrating new faults and their solutions.Execute hardware bring-up and validation procedures for new sensor components including LiDAR, radar, cameras, etc.Design and implement diagnostic procedures aimed at streamlining future troubleshooting processes with an emphasis on sensor calibration and data integrity.Analyze historical vehicle/fleet data, including sensor information, to identify trends and issues.Collaborate with engineering design teams to enhance tooling and improve issue detection capabilities.Develop and implement effective countermeasures across the fleet to prevent recurring issues.Define and capture critical data points to validate issue resolutions and measure the effectiveness of implemented solutions.Engage in cross-functional teamwork to drive continuous improvements in vehicle performance and reliability.Be available for overtime as required, with prior notice.Willingness to travel occasionally within the U.S. to support various operational locations.

Join Arista Networks as a Federal Technical Solutions Engineer where you will be at the forefront of delivering innovative technical solutions to our federal clients. In this role, you will collaborate with cross-functional teams to identify client needs, develop strategies, and implement solutions that enhance operational efficiency and effectiveness.

Join our dynamic team at xai as a Senior IT Support Engineer, where you will play a critical role in ensuring seamless IT operations and delivering exceptional support to our clients. As a key member of our team, you will leverage your technical expertise to troubleshoot complex issues, implement innovative solutions, and enhance user experience across the organization.

About Us:At Paddle, we revolutionize the payment infrastructure for digital product companies. As the Merchant of Record, we eliminate the complexities of payment fragmentation, delivering a solution that is not only faster and safer but also more cost-effective. Our commitment to enhancing customer experience has allowed us to serve over 5,000 software sellers across 245 territories worldwide, backed by esteemed investors including KKR, FTV Capital, Kindred, Notion, and 83North.Your Role:We are on the lookout for a dynamic and self-driven Associate Solutions Engineer to join our ambitious team. In this pivotal role, you will collaborate with our Sales team to leverage your technical consulting and project management skills, enabling leading software vendors to create exceptional customer experiences using Paddle while addressing any technical hurdles they encounter.Whether you come from a technical or product background seeking customer-facing experience, or you’re looking to blend tech and sales after a bootcamp, we want to hear from you!Key Responsibilities:Develop in-depth expertise on Paddle's product suite, including checkout systems, dashboards, and APIs.Engage confidently with C-suite executives and senior developers, assisting them in crafting outstanding customer experiences.Prepare integration plans and sample code to guide sellers through their Paddle integration process.Provide support to Account Executives during customer calls to secure new business opportunities.Contribute to product development by relaying user feedback and feature requests to the Product and Engineering teams.Assist in maintaining both public and internal documentation.Qualifications:Proficient in web technologies, particularly JavaScript and related frameworks.Experience in utilizing and integrating APIs.A passion for technology and a desire to deliver outstanding customer solutions.

Join GoodLeap as a Senior Executive Support Engineer, where you will provide exceptional, tailored technical assistance to the CEO and executive leadership team. In this pivotal role, you will ensure the seamless operation of executive devices, AV systems, and hybrid meeting environments, fostering effective communication and connectivity within our dynamic organization. You will combine expert troubleshooting skills with AV engineering, event management, and executive engagement to deliver top-tier support, maintaining confidentiality and professionalism even in high-pressure situations.

Join our dynamic team at LightEdge as a Support Engineer, where you will play a pivotal role in providing exceptional customer support and resolving technical issues. You will collaborate with cross-functional teams to ensure optimal service delivery and customer satisfaction. This is a fantastic opportunity to enhance your technical skills and contribute to the success of our clients.