Support Engineer

Netsoft Holdings, LLC

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Support Engineers at Netsoft Holdings, LLC (operating as Hubstaff) serve as the critical technical bridge between the company and its customers, ensuring smooth adoption of advanced features like silent installations, MDM deployment, APIs, and complex integrations. This role is essential for reducing bottlenecks in the sales and success cycles, accelerating time-to-value for enterprise clients, and improving overall customer satisfaction by resolving deep technical issues that standard support tiers cannot handle.
• Day-to-day responsibilities include joining sales and success calls to provide real-time technical guidance during customer onboarding, handling escalated tickets from support, sales, and success teams via email, phone, and screenshare, troubleshooting complex issues involving MSI deployments, RDS environments, API integrations, and networking configurations, documenting root causes and solutions to build internal knowledge bases, acting as a feedback loop to product and engineering teams by identifying bugs and usability gaps, assisting large customers with scalable onboarding processes including silent installs and user provisioning, developing reusable onboarding content to reduce repeat support demands, collaborating with engineering, product, and support teams to refine workflows and handoff processes, and continuously improving internal documentation and support tools to increase team efficiency.
• The Support Engineer role sits within a growing, customer-focused organization that values technical depth paired with empathetic communication. Hubstaff has expanded its product offerings to serve larger enterprises with complex IT environments, creating a need for specialists who can navigate both technical systems and customer conversations with equal skill. The team operates with a strong emphasis on cross-functional collaboration, ensuring that insights from customer interactions directly inform product improvements and internal process enhancements.
• In this role, individuals will develop deep expertise in SaaS deployment architectures, enterprise software integration patterns, and technical customer success strategies. They will gain experience influencing product roadmaps through direct customer feedback, shaping internal support processes, and becoming a trusted technical advisor across sales, success, and engineering teams. Success is measured by improved implementation success rates for advanced features, reduced escalation times, higher post-implementation CSAT scores, and the creation of clear, actionable documentation that elevates team performance.

🎯 Requirements

• Experience with APIs, scripting, and programming concepts, including the ability to read, interpret, and troubleshoot code-based integrations
• Familiarity with MSI deployments, MDM configuration, networking fundamentals, and RDS environments, particularly in diagnosing silent installation failures and user activity capture issues
• Strong customer-facing communication skills with the ability to explain complex technical concepts clearly and empathetically to non-technical users
• Proven ability to diagnose root causes of technical issues using logs, system behavior, and diagnostic tools, and to document findings for knowledge sharing
• Comfort working in a fully remote environment within the AMER timezone, with experience using ticketing CRMs, Slack, project management tools, and video conferencing platforms
• Junior to mid-level background in SaaS support, DevOps, QA, systems engineering, or related technical fields, with technical proficiency comparable to a junior developer

🏖️ Benefits

• Fully remote position allowing flexibility to work from anywhere within the AMER timezone
• Opportunity to work at the intersection of technical engineering and customer success, developing rare hybrid expertise
• Direct influence on product improvement through structured feedback loops with engineering and product teams
• Exposure to enterprise-scale deployments involving MDM, API integrations, and large-user onboarding scenarios
• Collaborative, low-ego culture focused on continuous learning, process improvement, and customer-centric problem solving
• Clear path to grow into senior technical support, solutions engineering, or product-focused roles based on impact and initiative

Skills & Technologies

Remote

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Netsoft Holdings, LLC

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About Netsoft Holdings, LLC

Hubstaff is a workforce analytics and time-tracking platform that provides software for employee monitoring, productivity metrics, GPS location tracking, invoicing, and project management. It serves remote, field, and hybrid teams by capturing screenshots, keystroke activity, app and website usage, and generating detailed reports. The company offers integrations with popular business tools and operates on a SaaS subscription model, targeting small to mid-sized businesses, agencies, and consultancies looking to manage distributed teams and improve operational efficiency.

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