Technical Support Engineer

Job Summary

Providing enterprise-grade assistance, the full-time remote Technical Support Engineer will troubleshoot software issues, assist customer users through end-to-end resolution, and manage escalations to the engineering team.

Key responsibilities

• Troubleshoot and resolve complex integration issues while documenting steps and escalating as necessary
• Communicate directly with customers via Zendesk and Zoom to understand and resolve reported issues
• Manage ticket severity and ensure compliance with service level agreements while coaching other Support Engineers

Required qualifications

• Previous experience in a technical support role for Software/SaaS solutions
• Experience documenting best practices and procedures in an IT knowledge base
• Strong technical focus with analytical and problem-solving skills
• Ability to analyze customer requirements and translate them into actionable software configurations
• Demonstrated passion for creating a delightful customer experience for all users