Customer Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver comprehensive technical application support to MasterControl clients.

• Diagnose and conduct root cause analysis for complex technical issues.

• Address customer concerns through incoming calls, emails, and various channels.

• Equip customers with knowledge of software functionality and industry best practices.

• Detect and replicate software defects for reporting to the development team.

• Execute root cause analysis and thorough troubleshooting.

• Achieve and surpass Service Level Agreements by managing incidents effectively.

• Create technical documentation, including Knowledge Base entries.

• Contribute to the achievement of departmental Key Performance Indicators.

• Implement, install, and upgrade software for customers.

• Update and maintain reports for customers and key internal stakeholders.

• Offer backup support to fellow Customer Support Engineers.

• Collaborate with escalation engineers to resolve critical client issues.

• Facilitate and participate in technical training and knowledge transfer sessions.

• Enhance the knowledge base following Knowledge-Centered Support principles.

• Undertake special projects as assigned.

⛳️ Requirements

• Advanced skills in application troubleshooting.

• Required knowledge of database management / MS SQL experience.

• Exceptional writing and communication abilities at a professional level.

• Proficient English language skills for speaking and writing.

• Desirable experience/knowledge in LDAP and Active Directory.

• Familiarity with virtual environments; strong experience preferred.

• Helpful programming knowledge/experience in JavaScript and HTML.

• Proficient with Claude Code or similar tools.

• Must be willing to consistently work USA operational hours.

• May be required to work a variety of schedule hours.

• Travel may be necessary.

🏝️ Benefits

• Competitive salary.

• Flexible scheduling options.

• Access to fitness clubs (get paid to stay active and have fun!).

• Company events and employee recognition initiatives.

• Wellness programs available.

• Opportunities for professional and skillset development.

• Acknowledgment of employee contributions.

• A collaborative workplace culture.