Technical Support Engineer -ILS

Key
Responsibilities:

• Serve as the
  first point of contact for customer issues submitted via phone, email, or
  chat.
  
• Triage, document,
  and create Zendesk tickets for all reported issues, ensuring accuracy and
  completeness.
  
• Troubleshoot
  customer -reported issues related to the ILS/eCommerce platform and
  integrated systems.
  
• Respond
  efficiently and clearly to customer inquiries, ensuring a high level of
  professionalism and empathy.
  
• Maintain clear
  documentation of reproduction steps and context for escalation to Level 2,
  Development or Product teams.
  
• Prioritize and
  assign tickets appropriately based on issue severity and impact.
  
• Collaborate with
  U.S. -based and global support, product, and engineering teams for seamless
  issue resolution.
  
• Generate and
  distribute reports on platform usage, ticket trends, and customer
  experience metrics as needed.
  
• Recognize
  patterns in recurring issues and contribute to knowledge base and
  long -term resolution strategies.
  
• Assist with the
  rollout of updates, or configuration changes for global customers.
  
• Monitor
  systems/logs and escalate critical issues per established escalation
  policies.
  

Requirements

Required
Qualifications:

• Bachelor's degree
  in technical or related discipline OR equivalent work experience.
  
• 1–2 years of
  customer service or technical support experience, ideally in a SaaS or
  software environment.
  
• Working knowledge
  of Zendesk (or similar platforms) for ticket creation and escalation.
  
• Strong written
  and spoken English skills; clear and professional communication is a must.
  
• Experience with
  Windows/Mac/Linux systems; basic understanding of databases and SQL
  queries.
  
• Ability to
  interpret and explain technical issues in simple, customer -friendly
  language.
  
• Familiarity with
  RESTful and SOAP APIs is a plus.
  
• Comfortable
  working independently during U.S. off -hours with minimal supervision.
  

Preferred
Qualifications:

• Experience
  supporting eCommerce platforms or ERP -integrated systems.
  
• Familiarity with
  scripting languages or automation tools.
  
• Knowledge of data
  analytics and reporting tools for support metrics.
  

Key
Competencies:

• Customer -focused
  with a proactive approach to problem -solving.
  
• Highly organized
  with strong attention to detail and documentation.
  
• Ability to
  prioritize and manage multiple complex issues simultaneously.
  
• Positive,
  team -oriented attitude with a commitment to delivering world -class
  support.