Junior Technical Support Engineer

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

📋 Description

• Address customer inquiries via support tickets, phone calls, and other available channels.

• Oversee assigned tickets from initial investigation to resolution or escalation, ensuring customers are kept updated.

• Pose targeted questions and collect information to comprehend issues, evaluate impact, and determine potential causes.

• Diagnose and replicate issues utilizing tools, logs, documentation, and testing environments.

• Examine application, configuration, browser, network, and environmental issues.

• Articulate troubleshooting procedures, findings, recommendations, and solutions to both technical and non-technical audiences.

• Keep comprehensive and accurate records of tickets.

• Monitor and prioritize requests based on urgency, severity, and customer impact.

• Escalate issues that require further expertise, providing clear findings and documentation.

• Collaborate with colleagues, mentors, Engineering, and internal teams.

• Utilize documentation, knowledge base articles, community resources, and support tools to resolve requests effectively.

• Contribute reusable solutions and troubleshooting guidance to the Support knowledge base.

• Participate in incoming support queues and offer phone coverage as necessary.

• Join the on-call rotation and provide occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand.

• Provide consulting services to support the deployment and adoption of xMatters software.

• Assist customers in identifying needs, linking business objectives to product capabilities, and realizing value from xMatters solutions.

⛳️ Requirements

• 0–2 years of experience in technical support, help desk, customer-facing technology, or a similar role.

• A bachelor's degree in a relevant field, or an equivalent blend of education, technical training, and practical experience.

• Experience delivering customer service or technical assistance in a professional environment.

• Familiarity with SaaS products, web applications, or enterprise software.

• Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.

• Strong written and verbal communication skills for both technical and non-technical audiences.

• Customer-oriented approach demonstrating responsiveness and professionalism.

• Systematic troubleshooting and analytical abilities.

• Capacity to prioritize competing requests and manage multiple tasks effectively.

• Sound judgment when working independently and knowing when to seek assistance or escalate issues.

• Ability to work collaboratively as part of a team.

• Foundational knowledge of PC operating systems and desktop troubleshooting.

• Familiarity with web applications and troubleshooting within browser environments.

• Basic understanding of networking concepts, including TCP/IP and common network components.

• Awareness of SaaS, cloud-hosted, and on-premises application environments.

• Familiarity with application logs and their relevance in troubleshooting.

• Foundational understanding of APIs, integrations, authentication, and SSO.

• Curiosity and eagerness to learn about new products, technologies, support tools, and troubleshooting techniques.

🏝️ Benefits

• Healthcare benefits.

• Dental benefits.

• Parental planning benefits.

• Mental health benefits.

• Disability income benefits.

• Life and AD&D insurance.

• 401(k) plan with matching contributions.

• Paid time off.

• Fitness reimbursements.

• Variable compensation may be included.