Technical Support Engineer

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

📋 Description

• Acquire and maintain a comprehensive understanding of Acre’s software solutions, partner integrations, and supported technologies.

• Offer technical assistance to clients through phone, ticketing systems, and various support channels.

• Diagnose and resolve software, networking, and system-related issues, prioritizing the customer experience.

• Regularly test Acre software and integrations to ensure quality assurance and product dependability.

• Address incoming customer calls and technical queries promptly.

• Engage in an after-hours on-call rotation to provide support to customers 24/7/365.

• Keep precise documentation and records within support and ticketing systems.

• Develop professional, technical, and product knowledge to enhance issue resolution and improve customer outcomes.

• Generate and maintain weekly or monthly reports as instructed by leadership.

• Assist customers across the Western US region as a member of the global Support team.

⛳️ Requirements

• Strong customer service and communication abilities.

• Exceptional analytical and troubleshooting skills.

• Proficiency in English, both written and spoken.

• Excellent organizational skills and attention to detail.

• Capacity to learn swiftly and operate effectively in a fast-paced environment.

• Strong time-management skills with the ability to juggle multiple tasks.

• Familiarity with Microsoft operating systems and networking basics.

• Experience in a technical support or customer service position, preferably in a SaaS or call-center setting.

• Background in software testing, system integrations, or quality assurance activities is preferred.

• Degree in Information Technology, Systems, Engineering, or equivalent practical experience is preferred.

• CompTIA certifications (A+, Network+, Security+) are preferred.

• Legally authorized to work in the US.

• Residing in the Western United States.

• Willingness and ability to participate in an after-hours on-call rotation supporting customers 24/7/365.

🏝️ Benefits

• Opportunities for professional development, training, and career growth.

• Competitive compensation package.

• Benefits that comply with local regulations.

• Commitment to equal opportunity and an inclusive workplace.

• Participation in 24/7/365 customer support on-call duties.