Technical Support Engineer, Tier 1

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

📋 Description

• Deliver prompt and efficient technical support by responding quickly to customer inquiries.

• Diagnose and resolve customer issues through phone and various communication methods.

• Follow up with customers after troubleshooting to verify full functionality of products.

• Work in conjunction with the engineering team to tackle complex technical issues.

• Collaborate closely with the product team to integrate customer feedback into product enhancements.

• Develop and maintain an internal knowledge base containing helpful guides and solutions.

• Continuously improve and optimize the customer support process for increased efficiency.

• Replicate customer-reported issues and escalate verified problems to the relevant teams.

• Attend customer meetings as necessary to troubleshoot and resolve issues in real time.

⛳️ Requirements

• Extensive knowledge of Microsoft Windows operating systems.

• Capability to identify and troubleshoot failed patch installations.

• Familiarity with PowerShell scripting and the ability to comprehend basic scripts.

• Proficiency in Mac OS and/or Linux operating systems.

• Understanding of software deployment and configuration utilizing install switches.

• Ability to read, write, modify, and back up the Windows registry.

• Prior experience in technical support or customer service positions.

• Strong problem-solving and communication skills, effectively collaborating with customers and internal teams.

• Significant experience in troubleshooting software issues across diverse environments.

🏝️ Benefits

• Engaging challenges and opportunities to address real-world problems.

• Ongoing professional development and learning with the latest technologies.

• Stable income.

• Flexible working hours.

• Opportunities for career advancement.

• A supportive and collaborative team of skilled professionals.

• Remote-first culture.

• Flexibility and a focus on work-life balance.