Role OverviewWe are looking for a skilled Technical Support Engineer to deliver hands-on assistance for our customer-facing technology platforms. You will play a key role in identifying root causes, guiding users through technical resolutions, and ensuring service continuity during critical incidents.
Key Responsibilities
- Diagnose technical issues by asking focused questions and analyzing system behavior, configurations, and automation workflows.
- Communicate clearly with users across different technical levels, adapting explanations to their understanding.
- Use internal resources such as knowledge bases, peer collaboration, and community forums to resolve complex cases efficiently.
- Respond to incoming support requests via queue-based assignment and remain available for urgent calls, including occasional weekend or holiday shifts during emergencies.
- Document all troubleshooting steps and updates in ticketing systems, maintaining an organized personal workload.
- Keep customers informed throughout the resolution process with consistent, professional updates and confirm solution effectiveness.
- Escalate unresolved technical problems with detailed notes to engineering or backend teams.
- Contribute to internal documentation by writing and improving technical knowledge articles.
- Follow up regularly with customers to provide action plans, updates, and validation of implemented fixes.
Required Qualifications
- Proven experience in a customer-facing technical support role.
- Strong troubleshooting abilities with experience analyzing configurations, triggers, workflows, and templates.
- Effective written and verbal communication skills, especially when explaining technical concepts to non-technical users.
- Ability to manage multiple open cases, prioritize tasks, and work independently with sound judgment.
- Familiarity with PC systems, networking fundamentals, web browsers, and differences between SaaS and on-premise deployments.
- Working knowledge of API and SSO technologies, including practical demonstration and troubleshooting.
- Capable of conducting initial technical investigations, reproducing issues, and preparing clear escalation summaries.
Preferred Skills
- Experience with relational databases and HTML is advantageous.
Technical Environment
Support spans across PC systems, network infrastructure, web technologies, cloud-hosted (SaaS) and on-premise applications, API integrations, single sign-on (SSO), relational databases, and foundational HTML.
Compensation & Benefits
The annual base salary range for this position is $50,000 to $66,000 USD, with potential for variable compensation. Additional offerings include healthcare, dental coverage, mental health support, disability and life insurance, AD&D protection, a retirement savings plan with employer matching, and paid time off.
Work Environment
This role may require flexibility in availability, including participation during weekends or holidays when responding to unforeseen incidents. Work mode and location details will be shared during the hiring process.
Company Values
We are committed to building resilient organizations that support safety and operational continuity. Our culture emphasizes equal employment opportunity, fair chance hiring, and workplace equity for all team members.
Equal Opportunity EmployerWe encourage applications from all qualified individuals regardless of race, creed, color, religion, sex (including sexual orientation and gender identity), national origin, disability, Veteran status, or any other protected characteristic under applicable laws.
