Technical Support Engineer

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

📋 Description

• Oversee customer communications and manage their expectations.

• Deliver support via phone, email, and chat for designated accounts.

• Facilitate troubleshooting and resolution of customer issues.

• Serve as the customer representative to Engineering, Sales, and Field Engineer teams.

• Transfer product concerns to Engineering and product improvements to Product Management, ensuring customers are regularly updated on the status.

• Elevate critical issues and obstacles to the Technical Support Manager.

• Participate in the on-call rotation for the designated product team.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience in a related technical field.

• A minimum of 5 years in enterprise software customer support and/or IT-related support.

• Strong commitment to delivering exceptional customer service.

• Excellent teamwork and collaboration skills.

• Demonstrated confidence in leading technical investigations in a remote work setting, both independently and collaboratively.

• Outstanding verbal and written communication abilities, whether in person, over the phone, or within large teams.

• Capability to comprehend and assess customer technical requirements.

• Ability to engage, contribute, and collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

• A genuine passion for resolving issues and acquiring new skills.

🏝️ Benefits

• Diversity and inclusion are not mere buzzwords for us; they are the fundamental principles guiding how we form our teams, develop leaders, and establish a culture where individuals feel connected.

• We prioritize the well-being of our employees so they can effectively support our customers, who come from diverse backgrounds just like we do. We seek exceptional individuals from varied experiences because we believe that our differences strengthen our unity.