Technical Support Engineer

Description

Position Overview

We are seeking a proactive and customer-focused Technical Support Engineer to provide exceptional technical assistance to clients and internal teams. The ideal candidate will troubleshoot software and system-related issues, ensure timely resolution of support tickets, and help improve the overall customer experience through strong technical knowledge and communication skills.

Key Responsibilities

• Provide technical support to customers via email, chat, phone, and ticketing systems.
• Diagnose, troubleshoot, and resolve software, platform, and integration issues.
• Escalate complex technical problems to engineering or product teams when necessary.
• Monitor support queues and ensure SLA compliance for response and resolution times.
• Assist customers with onboarding, setup, and product configuration.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Collaborate with cross-functional teams including Product, Engineering, and Customer Success.
• Identify recurring issues and recommend process or product improvements.
• Maintain a high level of customer satisfaction through professional communication and timely support.
  
  

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred.
• 2+ years of experience in technical support, help desk, or customer support engineering roles.
• Strong understanding of SaaS platforms, APIs, CRM systems, and cloud-based applications.
• Experience with ticketing systems such as Zendesk, Freshdesk, or Jira.
• Basic knowledge of SQL, networking, troubleshooting tools, and system integrations.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.