Support Engineer - Technical Customer Service Support (Remote PH) - 4635594140
Somewhere
Job Title: Support Engineer (Technical Customer Support)
Location: Remote | Type: Full-Time
The Opportunity
We are seeking a technically skilled and customer-focused Support Engineer to join our client's remote team. This is a vital role where you will be the bridge between the customer and the product, acting as a trusted technical expert and problem-solver. You will be responsible for diagnosing and resolving complex technical issues, ensuring a positive and seamless customer experience.
The ideal candidate is a natural troubleshooter with excellent communication skills, who thrives on helping users get the most out of a technical product.
Key Responsibilities
Technical Troubleshooting: Investigate, diagnose, and resolve a wide range of technical customer issues related to our client's platform, including bugs, configuration problems, and integration challenges.
Customer Communication: Serve as a primary point of contact for technical support inquiries via email, chat, and ticketing systems (e.g., Zendesk, Jira Service Desk, Intercom).
Bug Escalation: Replicate and document software bugs with clear, detailed information for the engineering team to ensure a swift resolution.
Knowledge Base & Documentation: Create and maintain technical documentation, including knowledge base articles, tutorials, and FAQs, to empower users to self-serve.
Product Feedback Loop: Gather and relay customer feedback and insights to the product and engineering teams to contribute to continuous product improvement.
Ticket Management: Own customer issues from initial report to final resolution, ensuring timely updates and maintaining a high level of customer satisfaction.
What You Bring
- Experience: 2+ years of experience in a technical support, application support, or similar customer-facing technical role, preferably in a SaaS or software environment.
- Technical Aptitude: A strong ability to understand complex software, troubleshoot technical issues, and learn new technologies quickly.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Problem-Solving: A logical and analytical approach to problem-solving, with a keen eye for detail.
- Empathy: A patient and empathetic demeanor, with a genuine desire to help customers succeed.
- Tools: Experience with help desk or ticketing software (e.g., Zendesk, Jira, Intercom) is required.
- AI Experience:Â An active, practical interest in AI. You're already using it to work smarter, not just experimenting with it.
- Hands-on Technical Ability:Â Youâre comfortable with code, APIs, and debugging. You've fixed things, not just reported them
Vacancy posted a month ago
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