Technical Support Engineer
Job Summary
Serving as the initial point of contact for platform-related issues, the full-time remote Technical Support Engineer will manage incident details, classify impact and severity, and work towards immediate resolution while ensuring SLA compliance and maintaining rigorous ticketing hygiene.
Key responsibilities
- Provide triage and support for reporting, workforce management, and quality management applications
- Ensure adherence to service level agreements (SLAs) and maintain effective communication regarding incidents
- Contribute to knowledge base maintenance and assist in training junior team members
Required qualifications
- Previous experience in a client-facing technical role for a product business
- Fluency in English with strong written and verbal communication skills
- Ability to simplify complex concepts for clients
- Willingness to work flexible hours and mentor junior staff
- College degree
Complete Job Description
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