Technical Support Engineer

Job Summary

Providing world-class hardware and software support, the full-time remote Technical Support Engineer will resolve complex customer issues, manage support tickets, and collaborate with engineering teams to enhance the customer experience.

Key responsibilities

• Become an expert on the product portfolio and provide technical troubleshooting for medium to high complexity customer issues
• Respond to customer inquiries promptly, focusing on meeting service level agreement (SLA) goals
• Author and maintain customer-facing knowledge base articles to improve self-service capabilities

Required qualifications

• B.S. in Computer Science, Engineering, or other technical fields
• 3-5 years of experience in support, engineering, or technical roles, including 1-2 years of troubleshooting mobile applications
• Strong familiarity with CRMs like Zendesk or Salesforce
• Technical knowledge to interface with engineers and translate complex concepts into everyday language
• Ability to work in a hyper-growth environment with shifting priorities