Senior Technical Support Engineer

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

📋 Description

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

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

• Identify technical issues, perform research, and implement suitable solutions.

• Maintain ownership of customer cases through follow-up, ensuring that customer expectations are fulfilled.

• Elevate complex or high-severity issues while managing communication and resolution outcomes.

• Record, track, and document customer interactions, troubleshooting steps, and resolutions in the case management system.

• Generate standard statistical reports, including 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 activities.

• Fulfill assigned shifts, which may include variable schedules and specific holidays as needed.

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

• Take part in special projects and additional technical support initiatives.

⛳️ Requirements

• A minimum of 2 years of experience in a technical support position, preferably within a SaaS environment.

• Proficient in the Microsoft Office suite.

• Experience with Salesforce is mandatory.

• Previous experience with CRM systems is required.

• Exceptional attention to detail and strong time management skills.

• Excellent oral and written communication skills in English.

• Robust customer service and conflict resolution abilities.

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

• Associate’s degree or equivalent professional experience is essential.

• A Bachelor’s degree in a technical discipline 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 coverage.

• Extensive 401(k) plan.

• Generous Parental Leave policy.

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

• Wellness Program, which includes ClassPass and an Employee Assistance Program.

• Tuition Reimbursement opportunities.

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