Technical Support Engineer at Transact Campus

📍 Job Overview

Job Title: Technical Support Engineer
Company: Transact Campus
Location: Fully remote or Hybrid (Duluth, GA)
Job Type: Full-time
Category: Server Administration, Technical Support
Date Posted: June 11, 2025
Experience Level: 2-5 years
Remote Status: Hybrid (with remote option)

🚀 Role Summary

The Technical Support Engineer is a critical member of the Support team, dedicated to providing tier I technical and application support for CBORD solutions. The role focuses on ensuring an exceptional customer experience by swiftly resolving issues. Key aspects of the role include:

Issue Resolution: Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner.
Problem-Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly.
Escalation Management: Follow best practices for escalating unresolved issues to the appropriate internal support team resources, with detailed case notes that outline troubleshooting steps and results.
Customer Communication: Maintain regular communication with customers to keep them informed of the status and progress of their case.
Documentation: Maintain detailed documentation of all issues and resolutions in case notes and contribute to a growing knowledge base that helps in faster resolutions of future problems.
On-Call Support: Participate in on-call rotations, providing support for critical issues outside of standard business hours.
Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

📝 Enhancement Note: This role requires a strong customer service focus and excellent problem-solving skills to ensure high-quality support and customer satisfaction.

💻 Primary Responsibilities

Issue Ownership: Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner.
Problem-Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly.
Escalation Management: Follow best practices for escalating unresolved issues to the appropriate internal support team resources, with detailed case notes that outline troubleshooting steps and results.
Customer Communication: Maintain regular communication with customers to keep them informed of the status and progress of their case.
Documentation: Maintain detailed documentation of all issues and resolutions in case notes and contribute to a growing knowledge base that helps in faster resolutions of future problems.
On-Call Support: Participate in on-call rotations, providing support for critical issues outside of standard business hours.
Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

🎓 Skills & Qualifications

Education: A degree is beneficial but not required. Relevant coursework or certifications in IT or a related field would be advantageous.

Experience: 2+ years in a customer-facing technical support environment. Experience with CBORD solutions or similar software is a plus.

Required Skills:

Fundamental knowledge of Windows, PCs, SQL, networking tools like Wireshark, various operating systems, databases, and software applications.
Strong logical problem-solving abilities.
Demonstrated ability to manage time methodically, plan tasks thoughtfully, and prioritize actions strategically.
Strong communication skills with a collaborative spirit.
Works effectively within a team.
Strong grasp of customer service principles demonstrating urgency in customer issue resolution.
Actively seeks opportunities for growth.

Preferred Skills:

Experience with CBORD solutions or similar software.
Familiarity with on-call rotations and critical issue support.
Knowledge of ITIL frameworks or similar support methodologies.

📝 Enhancement Note: While a degree is not required, relevant education or certifications in IT or a related field would be beneficial for this role. Additionally, experience with CBORD solutions or similar software is a plus but not a must-have.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate Problem-Solving Skills: Showcase your ability to research, diagnose, and troubleshoot technical issues through real-life examples or case studies.
Customer Service Focus: Highlight your customer service skills and ability to communicate effectively with customers to understand and resolve their issues.
Documentation: Provide examples of detailed documentation of issues and resolutions, as well as contributions to a knowledge base.

Technical Documentation:

Case Studies: Prepare case studies demonstrating your problem-solving skills, including the issue, troubleshooting steps, resolution, and lessons learned.
Knowledge Base Articles: Write and maintain knowledge base articles based on common issues and resolutions to help improve future support processes.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, demonstrating your problem-solving skills, customer service focus, and documentation abilities through relevant examples or case studies would be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this position is $26-$27 per hour. This range is based on market research for technical support roles in the United States, considering the required experience level and the fully remote or hybrid work arrangement.

Benefits:

Flexible time off, including paid holidays and volunteer time
Robust health, dental, and vision insurance plans on your first day of employment
Comprehensive employee assistance program (EAP)
Employer-paid life insurance, accidental death and dismemberment (AD&D), short-term, and long-term disability insurance
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan

Working Hours: The standard workweek is 40 hours, with occasional on-call rotations for critical issue support outside of standard business hours.

📝 Enhancement Note: The provided salary range is an estimate based on market research for technical support roles in the United States. Actual salary offers may vary based on factors such as location, skills, and relevant experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Transact Campus operates in the education technology sector, providing software and payment solutions for campuses worldwide. This role will involve supporting CBORD solutions, which cater to the higher education market.

Company Size: Transact Campus is a mid-sized company with a combined workforce of over 1,000 employees following the merger with CBORD. This size allows for a structured yet flexible work environment, promoting collaboration and growth opportunities.

Founded: Transact Campus was founded in 2001, with CBORD joining the company in 2024. The combined entity aims to drive innovation and operational excellence across education, healthcare, and corporate markets.

Team Structure:

The Support team is responsible for providing technical and application support for CBORD solutions.
The team consists of various roles, including Technical Support Engineers (tier I), Senior Technical Support Engineers (tier II), and Support Managers.
The team works collaboratively, with regular communication and knowledge-sharing to ensure high-quality support and customer satisfaction.

Development Methodology:

The Support team follows ITIL (Information Technology Infrastructure Library) best practices for incident, problem, and change management.
The team uses a ticketing system (e.g., Jira Service Management) to track and manage customer-reported issues.
The team maintains a knowledge base to document common issues, resolutions, and troubleshooting steps.

Company Website: Transact Campus

📝 Enhancement Note: The company culture at Transact Campus emphasizes customer service, continuous learning, and collaboration. The Support team follows ITIL best practices to ensure high-quality support and customer satisfaction.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an entry to mid-level position within the Technical Support career path. The primary responsibilities focus on incident management, problem-solving, and customer communication.

Reporting Structure: The Technical Support Engineer reports directly to the Support Manager. The role works closely with other support services team members, as well as cross-functional team members including Professional Services, Development, and Product Management.

Technical Impact: The Technical Support Engineer plays a crucial role in ensuring customer satisfaction by resolving technical issues promptly and effectively. The role contributes to the maintenance and improvement of CBORD solutions by documenting issues, contributing to the knowledge base, and providing feedback on product enhancements.

Growth Opportunities:

Promotion to Senior Technical Support Engineer: With experience and demonstrated proficiency, Technical Support Engineers can advance to senior roles, taking on more complex issues and mentoring junior team members.
Transition to Other Support Roles: As the company continues to grow and evolve, opportunities may arise for Technical Support Engineers to transition to other support roles, such as Technical Support Manager or Technical Trainer.
Career Path to Professional Services or Development: With relevant experience and a strong technical background, Technical Support Engineers may pursue career paths in Professional Services or Development, focusing on implementation, customization, or software development.

📝 Enhancement Note: The Technical Support Engineer role offers growth opportunities within the Support team and across the organization. With experience and demonstrated proficiency, individuals in this role can advance their careers in various directions, including senior support roles, other support functions, or technical career paths in Professional Services or Development.

🌐 Work Environment

Office Type: Transact Campus offers a hybrid work environment, with the option to work remotely or on-site at the Duluth, GA office.

Office Location(s): The primary office location for this role is in Duluth, GA. However, the role can be performed remotely, with occasional travel requested for team meetings or events like DREAMstart.

Workspace Context:

Collaborative Workspace: The hybrid work environment encourages collaboration and knowledge-sharing among team members, both in-person and remotely.
Remote Work Setup: For remote workers, the company provides the necessary tools and equipment to ensure a productive work environment, including laptops, software, and internet connectivity.
Cross-Functional Interaction: The Technical Support Engineer works closely with various teams, including Professional Services, Development, and Product Management, to ensure high-quality support and customer satisfaction.

Work Schedule: The standard workweek is 40 hours, with occasional on-call rotations for critical issue support outside of standard business hours. The work schedule may vary depending on the team's needs and customer support requirements.

📝 Enhancement Note: The hybrid work environment at Transact Campus offers flexibility for employees, with the option to work remotely or on-site at the Duluth, GA office. The company provides the necessary tools and equipment for a productive work environment, regardless of location.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, customer communication, and documentation abilities. This assessment may include real-life scenarios, case studies, or sample tickets.
Behavioral Interview: A structured interview focusing on your customer service skills, teamwork, and adaptability. This interview may also cover your experience with CBORD solutions or similar software.
Final Interview: A meeting with the hiring manager or a panel of team members to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Demonstrate Problem-Solving Skills: Highlight your ability to research, diagnose, and troubleshoot technical issues through real-life examples or case studies.
Customer Service Focus: Emphasize your customer service skills and ability to communicate effectively with customers to understand and resolve their issues.
Documentation: Showcase your ability to maintain detailed documentation of issues and resolutions, as well as contribute to a knowledge base.

Technical Challenge Preparation:

Familiarize Yourself with CBORD Solutions: Review the CBORD solutions product suite to understand the software and its features. This will help you better prepare for the technical assessment and interview questions.
Brush Up on Your Technical Skills: Refresh your knowledge of Windows, SQL, networking tools, and other relevant technologies to ensure you're well-prepared for the technical assessment.
Practice Problem-Solving: Engage in online forums, communities, or practice platforms to improve your problem-solving skills and gain experience with real-life scenarios.

ATS Keywords: [Provided in the "🛠 Technology Stack & Web Infrastructure" section]

📝 Enhancement Note: The interview process for the Technical Support Engineer role focuses on evaluating your problem-solving skills, customer service abilities, and fit for the role. Preparation for the technical assessment and interview involves familiarizing yourself with CBORD solutions, brushing up on your technical skills, and practicing problem-solving.

🛠 Technology Stack & Web Infrastructure

CBORD Solutions:

CBORD Campus: A comprehensive software suite for higher education institutions, including dining, housing, and retail management solutions.
CBORD Card Systems: A robust card system platform for secure and efficient campus transactions.
CBORD Dining: A comprehensive dining management solution for campus dining services, including point-of-sale (POS) systems, online ordering, and inventory management.
CBORD Housing: A student housing management solution for streamlined operations and resident communication.
CBORD Retail: A retail management solution for campus retail operations, including point-of-sale (POS) systems, inventory management, and online ordering.

Required Technologies:

Windows: Proficiency in Windows operating systems, including Windows Server and Windows Client versions.
SQL: Experience with SQL databases and query languages, such as Transact-SQL or MySQL.
Networking Tools: Familiarity with networking tools like Wireshark, TCPdump, or similar tools for network troubleshooting and analysis.
CBORD Solutions: Experience with CBORD solutions or similar software is a plus but not a must-have.

Preferred Technologies:

ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) frameworks or similar support methodologies.
Jira Service Management: Experience with Jira Service Management or similar ticketing systems for incident, problem, and change management.
Remote Desktop Protocol (RDP): Proficiency in using RDP for remote access to Windows-based systems.

📝 Enhancement Note: While experience with CBORD solutions is preferred, it is not a must-have for the Technical Support Engineer role. Proficiency in Windows, SQL, and networking tools is essential for success in this role.

👥 Team Culture & Values

Transact Campus Values:

Customer Focus: Transact Campus prioritizes customer satisfaction and strives to provide exceptional customer service in all interactions.
Integrity: The company upholds high ethical standards and fosters a culture of honesty, transparency, and accountability.
Respect: Transact Campus values diversity, inclusion, and collaboration, promoting a work environment where all employees feel valued and heard.
Continuous Learning: The company encourages employees to pursue professional development opportunities and fosters a culture of continuous learning and improvement.
Innovation: Transact Campus promotes a culture of creativity, innovation, and entrepreneurship, driving the development of cutting-edge solutions for the education technology sector.

Collaboration Style:

Cross-Functional Integration: The Technical Support Engineer works closely with various teams, including Professional Services, Development, and Product Management, to ensure high-quality support and customer satisfaction.
Code Review Culture: The Support team follows best practices for incident, problem, and change management, with regular communication and knowledge-sharing to ensure high-quality support and customer satisfaction.
Knowledge Sharing: The company encourages employees to share their knowledge and expertise with their colleagues, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: The company culture at Transact Campus emphasizes customer focus, integrity, respect, continuous learning, and innovation. The Technical Support Engineer role requires strong customer service skills, collaboration, and a commitment to continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Develop and maintain expertise in incident management, including issue identification, diagnosis, troubleshooting, and resolution.
Problem Management: Improve your problem management skills, focusing on identifying trends, root causes, and permanent solutions for recurring issues.
Change Management: Familiarize yourself with change management best practices to minimize the impact of changes on CBORD solutions and customer operations.
Customer Communication: Enhance your communication skills to effectively interact with customers, understand their needs, and provide clear and concise solutions to their issues.

Learning & Development Opportunities:

CBORD Solutions Training: Participate in CBORD solutions training programs to improve your product knowledge and expertise.
ITIL Certification: Pursue ITIL certification to enhance your understanding of best practices for incident, problem, and change management.
Technical Training: Engage in technical training opportunities to improve your skills in Windows, SQL, networking tools, and other relevant technologies.
Mentorship: Seek mentorship opportunities within the Support team or across the organization to gain insights into career growth and development.

📝 Enhancement Note: The Technical Support Engineer role presents various challenges and growth opportunities, including incident management, problem management, change management, and customer communication. By pursuing relevant training and mentorship opportunities, Technical Support Engineers can enhance their skills and advance their careers within the Support team or across the organization.

💡 Interview Preparation

Technical Questions:

CBORD Solutions: Describe your experience with CBORD solutions or similar software, highlighting any relevant projects or case studies.
Problem-Solving: Walk through a real-life scenario or case study, demonstrating your ability to research, diagnose, and troubleshoot technical issues.
Customer Communication: Explain your approach to customer communication, emphasizing your ability to understand customer needs and provide clear and concise solutions to their issues.
Documentation: Describe your experience with documentation, including maintaining case notes, contributing to a knowledge base, and ensuring accurate and up-to-date information.

Company & Culture Questions:

Customer Focus: Explain how you prioritize customer satisfaction in your work and provide an example of a time when you went above and beyond to resolve a customer issue.
Teamwork: Describe your experience working in a team environment, emphasizing your ability to collaborate, communicate, and support your colleagues.
Adaptability: Discuss a situation where you had to adapt to a significant change or challenge in your role, and how you overcame it.

Portfolio Presentation Strategy:

Demonstrate Problem-Solving Skills: Highlight your ability to research, diagnose, and troubleshoot technical issues through real-life examples or case studies.
Customer Service Focus: Emphasize your customer service skills and ability to communicate effectively with customers to understand and resolve their issues.
Documentation: Showcase your ability to maintain detailed documentation of issues and resolutions, as well as contribute to a knowledge base.

📝 Enhancement Note: The interview process for the Technical Support Engineer role focuses on evaluating your problem-solving skills, customer service abilities, and fit for the role. Preparation for the technical assessment and interview involves familiarizing yourself with CBORD solutions, brushing up on your technical skills, and practicing problem-solving.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit Your Application: Click on the application link provided and submit your resume, highlighting your relevant experience, skills, and qualifications.
Prepare for the Phone Screen: Review the job description, research the company, and practice common interview questions to ensure you're well-prepared for the phone or video call.
Prepare for the Technical Assessment: Familiarize yourself with CBORD solutions, brush up on your technical skills, and practice problem-solving to ensure you're ready for the hands-on assessment.
Prepare for the Behavioral Interview: Reflect on your customer service experiences, teamwork situations, and adaptability challenges to ensure you can provide insightful and engaging responses during the structured interview.
Research the Company: Learn about Transact Campus, their products, and company culture to ensure you can make a strong impression and demonstrate your fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, server administration, and customer service roles.
Include web technology methodologies, networking tools, and customer service principles.
Emphasize problem-solving skills, customer communication, and documentation abilities.
Address web technology career progression, emerging technology adoption, and technical specialization in support roles.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, server configuration, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and server administration-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific web technologies, frameworks, server platforms, and infrastructure tools relevant to the role.
Address web technology career progression paths and technical leadership opportunities in support roles.
Provide tactical advice for portfolio development, live demonstrations, and project case studies focused on problem-solving, customer service, and documentation.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles in the context of technical support and customer service.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology and server administration industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to web technology professionals in technical support roles.
Provide actionable insights that give web development and server administration candidates a competitive advantage.
Focus on web technology team culture, cross-functional collaboration, and user impact measurement in the context of technical support and customer service.

Technical Focus & Portfolio Emphasis:

Emphasize problem-solving skills, customer service focus, and documentation abilities through relevant examples or case studies.
Address browser compatibility, accessibility standards, and user experience design principles in the context of technical support and customer service.
Focus on problem-solving methods, performance optimization, and scalable architecture in the context of technical support and customer service.
Include technical presentation skills and stakeholder communication for technical support and customer service projects.

Avoid:

Generic business jargon not relevant to technical support, server administration, or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, server administration, or customer service.

Generate comprehensive, web technology-focused content that serves as a valuable resource for web developers, server administrators, and infrastructure professionals seeking their next opportunity in technical support and customer service roles.

Technical Support Engineer