Technical Support Engineer

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

📋 Description

• Deliver technical assistance to customers through phone and email communication.

• Diagnose platform issues utilizing browser Developer Tools (Network and Console).

• Examine customer-reported concerns and pinpoint root causes.

• Update and maintain records within internal administrative platforms.

• Oversee workflow status and confirm transaction progress.

• Resolve issues related to third-party integrations and external verification services.

• Analyze API requests and asynchronous system operations.

• Report software bugs to the engineering team with comprehensive findings and reproduction steps.

• Collaborate with Product, Engineering, and Operations teams to address intricate technical challenges.

• Keep precise documentation of support cases and their resolutions.

• Provide an outstanding customer experience through professional and timely interactions.

⛳️ Requirements

• Prior experience in Technical Support, IT Support, Customer Support, or a related field.

• Strong troubleshooting and analytical abilities.

• Basic knowledge of HTML, CSS, and JavaScript.

• Familiarity with browser Developer Tools (Chrome DevTools, Network & Console tabs).

• Basic understanding of REST APIs and JSON.

• Familiar with relational databases and administrative web applications.

• Comprehension of asynchronous workflows and system processes.

• Excellent verbal and written communication skills in English.

• Strong organizational abilities and attention to detail.

• Capability to convey technical concepts to non-technical users.

• Ability to juggle multiple priorities in a dynamic environment.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities