Technical Support Engineer

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

📋 Description

• Diagnose and prioritize support tickets in collaboration with team members and internal departments such as Training, Sales, and Engineering.

• Conduct initial assessment, investigation, and resolution of issues reported by customers.

• Refer complex or unresolved matters to higher-tier support or engineering teams.

• Deliver prompt and outstanding customer service to both new and existing clients.

• Steer client support inquiries to resolution while upholding high communication standards.

• Collect client feedback and engage in product issue resolution and enhancement initiatives.

• Address assigned customer concerns through email, chat, forum requests, and phone as necessary.

• Document detailed information in the ticket tracking system in accordance with policies and procedures.

• Gather customer insights to enhance products and support processes.

• Acquire knowledge of new technologies and company offerings.

• Safeguard the confidentiality, integrity, and availability of information and systems.

• Engage in required security and privacy training.

⛳️ Requirements

• A Bachelor’s Degree is mandatory.

• At least 1-3 years of experience in application support, IT support, or technical support is required.

• Must be located in the US Eastern Time Zone and/or be available to work regular hours from 6:00 AM to 3:00 PM Eastern Time.

• Ability to work Monday through Friday on a consistent schedule.

• Must successfully obtain a Public Trust Security clearance within 6 to 9 months of hire and maintain it throughout employment.

• Must pass additional security screenings and background checks.

• Must clear a background check and drug screening.

• Must sign a non-competition agreement.

• Demonstrated capacity to manage multiple projects simultaneously while maintaining a high level of professionalism.

• Strong motivation to take ownership and resolve issues.

• Excellent written and verbal communication skills are essential.

• Proficient documentation skills using Microsoft Office Suite products.

• Experience providing remote support for end-user and technical support-related issues.

• Familiarity with E-Discovery, the Legal industry, and/or the Forensics industry is advantageous.

• Experience in conducting end-user training is beneficial.

• Hands-on experience with Windows, Linux, or IBM servers is preferred.

• Experience with relational databases such as MySQL, SQL Server, or PostgreSQL, along with basic SQL query skills, is preferred.

• Must comply with the organization’s security and privacy policies, procedures, and standards.

• Participation in mandatory security and privacy training is required.

🏝️ Benefits

• Variable pay, equity, bonuses, and/or other forms of compensation may be included.

• Health insurance coverage.

• Retirement savings plans.

• Flexible paid time off.

• Opportunities for learning, development, and career advancement.

• A stimulating, inclusive, and collaborative work environment.

• Support for professional development.