Technical Support Engineer

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

📋 Description

• Deliver initial response and technical assistance for issue resolution through our ticketing system and remote sessions.

• Pose relevant fact-finding questions to accurately identify and comprehend the client's issue while aiding in isolating the potential root cause.

• Maintain proactive communication with customers to keep them updated throughout the resolution process.

• Develop and sustain self-service resources, including guides, FAQs, and troubleshooting materials, for frequently asked customer questions.

• Collaborate with enterprise clients who have highly customized deployments to comprehend their unique environments and provide tailored support.

• Escalate cases that require advanced technical expertise with well-documented handoff details.

• Advise customers on network-related necessities, including firewall ports and basic TCP/IP settings, when appropriate.

• Stay organized and document all customer interactions using our ticketing tools and related applications.

• Strategically utilize and critically assess outputs from AI tools to draft communications, summarize complex issues, and expedite documentation, ensuring precision and alignment with Appspace standards.

• Regularly evaluate and test the AI Support Agent's performance, identifying areas for improvement in its knowledge base and proactively refining content to enhance its resolution capabilities.

• Monitor support interactions to detect patterns, resource gaps, and opportunities to enhance the customer experience by creating new knowledge articles, refining existing guidance, or flagging recurring issues.

⛳️ Requirements

• A Bachelor's degree or equivalent with over 3 years of professional experience in technical support, IT, help desk, or customer service roles is required.

• Experience in a professional or office setting is highly preferred.

• Exceptional written and verbal communication skills; capable of communicating clearly with customers from diverse technical backgrounds.

• Comfortable and professional on camera — this position involves live video sessions with customers.

• Outgoing, helpful, and passionate about delivering outstanding customer service.

• A collaborative mindset towards teamwork; you share knowledge and actively support your colleagues.

• Recognizes that effective documentation is essential not only for humans; clarity and structure in knowledge content significantly influence AI resolution quality.

• A genuine curiosity for technology — you are the go-to person for friends and family seeking tech support.

• Ability to quickly learn new software platforms; experience with productivity, ticketing, or IT tools beyond the basics is advantageous.

• Proven ability to leverage AI tools for technical troubleshooting, summarization, and drafting professional communications.

• Basic knowledge of networks, devices, or operating systems is beneficial; experience with Windows Server, Linux, or TCP/IP networking is a plus.

• Working knowledge of Salesforce or similar CRM systems is preferred.

🏝️ Benefits

• Employer-paid medical, dental, and vision coverage.

• Employer-paid life insurance.

• Mental health resources.

• Pension plan.

• Paid maternity and parental leave program.

• Generous PTO.

• Flexible work schedules.

• Remote work opportunities.

• Paid company holidays.

• Appspace Quiet Fridays (No non-essential internal meetings scheduled).

• A casual dress work environment.