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 strive for immediate resolution while ensuring ticket hygiene and SLA compliance.
Key responsibilities
- Provide issue triage and support for reporting, workforce management, and quality management applications
- Maintain rigorous ticket hygiene and track SLA compliance while managing escalations and ownership of incidents
- Communicate effectively regarding incidents and maintain the knowledge base to support customer needs
Required qualifications
- Fluency in English with excellent written and verbal communication skills
- Previous experience in a client-facing technical role for a product business
- Ability to simplify complex concepts for clear communication
- College degree preferred
- Willingness to work flexible hours and mentor junior team members
Complete Job Description
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