Technical Support Engineer
Job Summary
Working remotely in a full-time capacity, the Technical Support Engineer I will investigate, triage, and document technical issues, manage customer communication, and collaborate with internal teams to resolve escalated cases.
Key responsibilities
- Manage initial investigations of escalated cases, applying critical thinking to determine root causes and ensuring timely communication with customers
- Write clear and accurate JIRA tickets detailing issues, expected results, and steps to reproduce, including necessary technical information
- Collaborate with senior TSEs and the Customer Experience Org to triage high-priority tickets and provide technical training
Required qualifications
- Technical knowledge of software applications and basic programming skills
- Familiarity with tools such as Postman, Jira, and observability platforms
- Experience in enterprise customer service
- Strong written and verbal communication skills
- Ability to manage multiple priorities effectively
Complete Job Description
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