Technical Support Engineer

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

📋 Description

• Oversee support inquiries via phone, email, and support platforms during remote sessions, ensuring tickets are updated and customers are informed throughout the resolution process.

• Methodically diagnose software issues, Windows environments, network configurations, and associated technologies.

• Recognize and document software bugs, provide reproducible examples, and work alongside Product Management and Engineering to find solutions.

• Develop technical documentation, knowledge base articles, and instructional videos.

• Offer product guidance and technical training to customers and partners.

• Identify recurring problems, share insights, and suggest improvements to enhance products and the support experience.

• Collaborate with customers, Product Management, Engineering, Channel Sales, and System Integrators.

⛳️ Requirements

• Strong skills in troubleshooting and critical thinking.

• Exceptional written and verbal communication abilities, capable of clearly conveying technical concepts to diverse audiences.

• Practical knowledge of Windows Server and Windows desktop operating systems.

• Experience in network configurations and troubleshooting connectivity issues.

• Proficient in Microsoft Excel.

• Excellent organizational, prioritization, and ticket management capabilities.

• Self-starter with the ability to work effectively in a fully remote setting.

• Bachelor's degree in Computer Science, Engineering, or a related discipline, or equivalent hands-on experience.

• Background in industrial automation or software with companies such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens.

• Experience collaborating with systems integrators or industrial distribution channels.

• Familiarity with SQL Server, IIS, and Windows Domain/Active Directory.

• Experience troubleshooting hardware that interfaces with software.

• Understanding of voice technologies, including VoIP.

🏝️ Benefits

• Competitive salary and bonus structure.

• Fully remote work from an approved location.

• Medical, dental, and vision insurance coverage.

• Company-paid short-term and long-term disability insurance.

• Company-paid basic life insurance.

• Options for basic and voluntary life insurance.

• 401(k) plan with a straight 4% company match.

• Flexible PTO with no accrual requirements.

• Opportunities for career development.