Full-Time Technical Support Engineer

Overview & Background

We are hiring a Technical Support Engineer focused on responding to technical inquiries, training, and supporting customers. This role manages support requests to ensure product adoption. Responsibilities include assessing support tickets to determine if they are defects, configuration issues, feature requests, or training needs. The Technical Support Engineer works with services and engineering teams to understand customer needs.

Essential Duties & Responsibilities

• Demonstrate a deep understanding of the software and best practices
• Execute the support Service Level Agreements (SLA’s) to ensure timely issue resolution
• Facilitate customer meetings and communicate with sales, engineering, and product teams
• Research and identify solutions from internal and external resources to provide accurate solutions to requests
• Work with customers to replicate problems to fully understand and document their issues
• Properly escalate high priority issues to appropriate internal teams
• Train customers to ensure understanding and success with the platform
• Author knowledge base articles to educate customers and reduce support tickets

Qualifications & Requirements

• Currently based in the US
• Excellent problem-solving and analytical skills
• Ability to provide step-by step technical help: written and verbal communication
• Experience with customer support tools (e.g., ZenDesk, Jira)
• Excellent organizational and time management skills
• Ability to prioritize and juggle multiple tasks

Growth opportunities are available, with potential advancement into roles such as Product Management, QA, Sales Engineering, or Software Implementation within 6-12 months.

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