Technical Support Technician II

At Summit, we build and operate the infrastructure behind some of the most critical applications in regulated industries. The work is complex, expectations are high, and our customers rely on us to keep their environments running securely, reliably, and at scale.

As a Technical Support Technician, you'll provide frontline technical support across customer environments and hosted services. You'll respond to incidents and service requests, troubleshoot infrastructure-related issues, and maintain ownership of customer issues through resolution.

This role serves as the first line of infrastructure support within the Technical Support organization. Success comes from strong troubleshooting skills, customer ownership, clear communication, and the ability to balance multiple priorities while delivering a positive support experience.

What You’ll Do:

• Provide frontline technical support for customer environments and hosted services.
• Respond to customer incidents and service requests through ticketing systems, phone calls, and support channels.
• Troubleshoot issues related to servers, operating systems, connectivity, hosted services, and customer environments.
• Monitor ticket queues and support timely response and resolution of incidents and requests.
• Document, prioritize, and manage support requests while maintaining accurate ticket updates and customer communication.
• Maintain ownership of customer issues throughout the support lifecycle.
• Escalate complex issues requiring deeper technical expertise when appropriate.
• Support routine maintenance activities, customer requests, and operational tasks.
• Collaborate with Systems Support, Network Support, NOC, and other technical teams.
• Maintain documentation, troubleshooting procedures, and knowledge base content.
• Communicate clearly with customers throughout troubleshooting and resolution activities.
• Continuously expand technical knowledge through hands-on experience and ongoing learning.

What You’ll Deliver:

• Reliable and responsive technical support across customer environments and services.
• Timely response and resolution of incidents and service requests.
• Accurate ticket documentation and organized support activities.
• Clear communication and strong follow-through throughout the support process.
• Positive customer experiences during routine requests and technical incidents.
• Effective escalation and coordination of complex technical issues.
• Consistent adherence to support processes and operational expectations.
• Continuous growth in technical capability and support effectiveness.

You’ll Thrive in This Role If You:

• Have experience in Technical Support, Systems Support, NOC, Managed Services, Hosting, or Infrastructure Operations environments.
• Enjoy troubleshooting technical issues and working through problems methodically.
• Have foundational knowledge of servers, operating systems, networking, virtualization, or infrastructure support concepts.
• Communicate effectively with both technical and non-technical audiences.
• Can balance multiple tickets, priorities, and customer commitments.
• Take ownership of issues and follow them through resolution.
• Are comfortable learning new technologies, platforms, and tools.
• Remain calm and solutions-focused during technical support situations.

How We Work at Summit

How you approach the work matters just as much as what you do. At Summit, our core values show up in how we make decisions, work together, and support our customers. 

We build the infrastructure that keeps businesses running. We need people who take that seriously, and have fun doing it.

Our core values:

• Empower our people
• Constant elevation
• Customer first
• Focus on outcomes
• Embrace curiosity

Benefits:

Summit offers a total rewards package designed to support you at work, at home, and everywhere in between. Here’s a snapshot of what that looks like:

• Flexible Time Off (yes, really) – take what you need, we trust you to manage it
• Medical, Dental & Vision – comprehensive coverage with HSA/HRA options
• 401(k) with 4% match – we invest alongside you
• Parental Leave – paid time for the moments that matter most
• Life & Disability Insurance – built-in peace of mind
• Wellness Support – resources for your mental and physical health
• Free Colocation & Cloud Access – build and experiment in real environments
• Work From Anywhere – remote-friendly by design
• A low-ego, get-it-done culture – come as you are, do great work

Compensation:

Compensation for this role is based on experience, skills, and location. We aim to make offers that are fair, forward-looking, and aligned to both what you bring and where you’re growing.

Internal candidates may see variations based on current role, compensation, and progression at Summit. Same thoughtful approach, just with additional context.

Summit is committed to a diverse and inclusive workplace. Summit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

As part of this commitment, Summit will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email hr@summithq.com.