Technical Support Engineer

Position Overview

We are seeking a proactive and customer-focused Technical Support Engineer to provide exceptional technical assistance to clients and internal teams. The ideal candidate will troubleshoot software and system-related issues, ensure timely resolution of support tickets, and help improve the overall customer experience through strong technical knowledge and communication skills.

Key Responsibilities

• Provide technical support to customers via email, chat, phone, and ticketing systems. 
• Diagnose, troubleshoot, and resolve software, platform, and integration issues. 
• Escalate complex technical problems to engineering or product teams when necessary. 
• Monitor support queues and ensure SLA compliance for response and resolution times. 
• Assist customers with onboarding, setup, and product configuration. 
• Document troubleshooting steps, resolutions, and knowledge base articles. 
• Collaborate with cross-functional teams including Product, Engineering, and Customer Success. 
• Identify recurring issues and recommend process or product improvements. 
• Maintain a high level of customer satisfaction through professional communication and timely support. 

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred. 
• 2+ years of experience in technical support, help desk, or customer support engineering roles. 
• Strong understanding of SaaS platforms, APIs, CRM systems, and cloud-based applications. 
• Experience with ticketing systems such as Zendesk, Freshdesk, or Jira. 
• Basic knowledge of SQL, networking, troubleshooting tools, and system integrations. 
• Excellent problem-solving and analytical skills. 
• Strong verbal and written communication skills. 
• Ability to work independently and manage multiple priorities in a fast-paced environment.