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Become a vital part of our team by providing exceptional technical support to our customers. As a Technical Support Engineer, you will troubleshoot, resolve, and guide clients through technical issues, ensuring satisfaction and reliability in our products and services. You’ll be at the forefront of solving challenges and improving our customers’ experience.
Responsibilities
- Provide first-line support to customers via email, live chat, or ticketing systems, resolving technical issues efficiently and professionally.
- Diagnose, troubleshoot, and resolve technical problems related to our products and services.
- Collaborate with internal teams (e.g., development, product) to escalate and resolve complex issues.
- Document support requests, solutions, and create knowledgebase articles for common issues.
- Assist in onboarding new customers by guiding them through setup and integration processes.
- Proactively monitor system performance and identify potential issues before they affect customers.
- Stay updated on product features, system updates, and provide feedback for process improvements.
- Participate in training sessions to enhance product knowledge and customer support techniques.
Skills & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Proficiency in troubleshooting software, network configurations, or server environments.
- Experience working with ticketing systems, support platforms, or CRM tools.
- Knowledge of web technologies (e.g., HTML, CSS, basic scripting) and database basics (e.g., SQL).
- Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple customer issues simultaneously in a fast-paced environment.
- Strong organizational skills and attention to detail.
Good to have
- Experience with SaaS products, cloud-based systems, or web hosting platforms.
- Familiarity with Linux or Windows server environments.
- Knowledge of programming or scripting languages (e.g., Python, Bash, or PHP).
- Experience working in a DevOps or technical support role.
- Understanding of API integrations or RESTful services.