Technical Support Engineer

Job Summary

Seeking a full-time Technical Support Engineer, this remote position will manage complex technical issues, collaborate with senior engineers on escalations, and mentor junior team members while enhancing customer support processes.

Key responsibilities

• Resolve complex technical issues through advanced troubleshooting and root cause analysis
• Collaborate with Tier 3 support to address high-level technical challenges and manage critical incident escalations
• Create and maintain internal knowledge base articles and customer-facing troubleshooting guides

Required qualifications

• 3+ years of experience in technical support or IT infrastructure, with 1-2 years handling Tier 2 escalations
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience/certifications
• Proficiency in advanced troubleshooting and familiarity with scripting languages like Python, Bash, or PowerShell
• Exceptional technical writing and communication skills in English
• Demonstrated ability to mentor and uplift junior team members