Senior Technical Support Engineer

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

📋 Description

• Act as the primary point of contact for customer inquiries through phone, email, and chat.

• Evaluate urgency and impact to effectively prioritize technical issues concerning hardware, software, networking, and related technologies.

• Identify technical problems, perform research, and implement effective solutions.

• Maintain ownership of cases through follow-up and ensure that customer expectations are fulfilled.

• Escalate complex or high-severity issues while remaining responsible for coordination, communication, and resolution results.

• Record, track, and document customer interactions, troubleshooting actions, and resolutions within the case management system.

• Generate standard statistical reports, such as help desk incident reports.

• Work collaboratively with software development teams to report defects, clarify error conditions, and suggest product or process improvements.

• Engage in software and hardware testing to assess usability, performance, and alignment with customer workflows.

• Fulfill assigned shifts, including variable schedules and required holidays.

• Adjust to evolving responsibilities and task assignments based on supported products and organizational priorities.

• Develop and maintain knowledge base articles for internal teams and customer self-service resources.

• Execute additional duties as assigned, including special projects and further technical support initiatives.

⛳️ Requirements

• Minimum of 2 years’ experience in a technical support role, preferably in a SaaS software environment.

• Proficiency in Microsoft Office suite.

• Experience with Salesforce is mandatory.

• Previous experience with CRM systems is required.

• Excellent attention to detail and time management skills.

• Strong verbal and written communication abilities in English.

• Exceptional customer service and conflict resolution skills.

• Capability to manage a heavy workload and multiple projects amidst frequent interruptions and schedule changes.

• Associate’s degree or equivalent work experience is required.

• Bachelor's degree in a technical field is preferred.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term Disability and Long-Term Disability options.

• Robust 401(k) plan.

• Generous Parental Leave policy.

• Unrestricted paid time off (referred to as Discretionary Time Off - DTO).

• Wellness Program, which includes ClassPass & Employee Assistance Program.

• Tuition Reimbursement opportunities.

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program, and Prepaid Legal coverage.