Technical Support Engineer

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

📋 Description

• Address customer inquiries, incidents, and manage bug/feature requests.

• Manage support cases of low to moderate complexity.

• Proactively oversee and respond to support tickets.

• Comprehend, interpret, replicate, and diagnose customer issues.

• Conduct root cause analysis.

• Educate customers on solutions.

• Communicate clearly and effectively with customers in both written and verbal formats.

• Maintain precise and timely documentation in the case tracking system.

• Collaborate with various departments and teams to resolve product-related issues, escalating when necessary.

• Configure customer systems to fulfill requirements.

• Achieve individual case management and SLA objectives.

• Become an expert in the product and a subject matter authority in at least one product area.

• Manage personal priorities effectively.

⛳️ Requirements

• IT-related degree, multiple years of professional experience, and a passion for problem-solving.

• Bachelor’s Degree in Information Technology or a related field, or equivalent professional experience.

• A minimum of three years of customer service experience.

• Outstanding problem-solving abilities.

• Strong written and verbal communication skills.

• Ability to interact effectively with all levels of professional staff.

• Capacity to communicate efficiently with customers.

• Exceptional organizational skills and the ability to prioritize, manage, multitask, and execute cross-functional projects.

• Prior experience working directly with customers.

• Familiarity with SaaS solutions is preferred.

• Proven experience in database technology (SQL), web technology (HTML, JavaScript, CSS, XML), email deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), or APIs.

🏝️ Benefits

• Excellent PTO program.

• Comprehensive health benefits.

• A casual and friendly work environment.

• Remote work options available.

• A leadership team dedicated to the personal and professional growth of employees.