Customer Support Engineer

Job Summary

Seeking a motivated Customer Support Engineer (Tier 1) to work remotely, who will manage a high-velocity ticket queue, resolve technical issues related to configuration and networking, and drive positive user outcomes through clear technical guidance.

Key Responsibilities

• Act as the primary technical resource for less complex issues, resolving a wide range of configuration and networking challenges
• Manage a high-velocity ticket queue, focusing on time to first response and time to resolution targets
• Drive positive user outcomes and maintain high CSAT scores by providing accurate technical guidance

Required Qualifications

• Demonstrated foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing
• Proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile OS's
• Some familiarity with Jira and Slack for managing workflows and communication
• A natural tinkerer's mindset with a deep curiosity for technology, shown through personal projects or open-source contributions
• Excellent written communication skills to explain complex technical concepts clearly and empathetically