11,243 Customer Support Engineer jobs in the United States

Customer Support Engineer
**Job details**
**General information**
**Entity**
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.
Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.
**Reference number**

**Job details**
**Domain**
Programs / Customer Relations
**Job field / Job profile**
Customer services and support - Program support & services management (PSSM)
**Job title**
Customer Support Engineer
**Employment type**
Permanent
**Professional category**
Professional, Engineer & Manager
**Part time / Full time**
Full-time
**Job description**
Join a Global Leader in Aerospace Innovation!
At Safran Helicopter Engines, joining our team means becoming part of a world-renowned, forward-thinking company that leads the way in helicopter engine propulsion. You'll collaborate with a passionate, diverse group of professionals who are driven by excellence and innovation.
We believe diversity is a strength, and we're proud to foster an inclusive workplace.
Why You'll Love Working Here:
- Be part of a global leader in aerospace propulsion
- Flexible work arrangements to support your lifestyle
- Work on cutting-edge technology in helicopter engines
- Inclusive culture that values your voice and ideas
- Career development opportunities within a global organization
- Comprehensive benefits package including health, 401K, and an employee stock purchase plan
**But what else? (advantages, specificities, etc.)**
You'll play a key role in ensuring the performance and reliability of Safran Helicopter Engines in service by
providing expert technical support and driving continuous improvement.
Key Responsibilities:
- Deliver expert-level technical support to Field Representatives and customers through phone consultations, email correspondence, and on-site engagements, ensuring timely resolution of complex issues.
- Draft, validate, and authorize technical agreements under design office delegation, aligning with regulatory standards and engineering best practices.
- Lead root cause investigations for in-service incidents, producing comprehensive analytical reports that inform corrective actions and enhance operational safety.
- Drive continuous improvement in engine maintainability, initiating updates to maintenance procedures that optimize performance and reduce downtime.
- Perform advanced data analysis on engine removals and reliability metrics to identify systemic trends, propose actionable solutions, and support fleet-wide reliability enhancements.
**Candidate skills & requirements**
- Bachelor's degree in Aeronautical or Mechanical Engineering, or A&P license with 5+ years of experience on turboshaft engines
- 2-5 years of experience in Aeronautical Maintenance or Engineering
- Proficiency in English (written and spoken); French language skills a plus
- Strong analytical skills and familiarity with Microsoft Office and Power BI
- Experience with Safran-powered aircraft preferred
Physical & Work Environment Requirements
- Ability to lift up to 25 lbs occasionally
- Comfortable working in quiet office environments and occasionally exposed to airborne particles or chemicals
- Visual acuity for close work and color differentiation
**Annual salary**
TBD based on experience
**Job location**
**Job location**
North America, United States, Texas
**City (-ies)**
Grand Prairie
**Applicant criteria**
**Minimum education level achieved**
Bachelor's Degree
**Minimum experience level required**
More than 5 years

Job Description
An employer is looking for a qualified Customer Support Engineer in the Reston, VA or Redmond, WA area. This role will be crucial to the success of ongoing online services for various customers. In this role the Customer Support Engineer will be diagnosing client server issues, working with customers and internal teams to mitigate high priority outage situations, and driving technical as well as procedural improvement. This resource will identify customer dissatisfaction in real-time and handle the situation with professional and data driven conflict management including escalating to other teams to assist or assume ownership. There will also be a reliance on this team to draft and share root-cause analyses for customer reported incidents including ongoing metrics identifying repeat drivers or trends. This team will also need to evaluate support needs and prepare to support new or updated features across the suite of services.
If you are passionate about delivering a top-notch customer experience, working with a wide range of service engineering teams, and get excited about continuously improving how we run our services, then this job is for you. Every candidate must have an active Top Secret SCI with Full Scope Polygraph.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
-2-3 years' experience as a Systems Administrator
-Experience working with Windows based tools
-Experience with network troubleshooting using DNS, TCP/IP, Browser Tracing, or Fiddler
-Strong understanding of client-service architecture
-Experience reproducing customer issues and document very specific reproduction steps
-Strong experience in diagnosing faults in complex online services
-Ability to diagnose client-service issues understanding the full client-to-server architecture to identify underlying faults
-Ability to communicate effectively with customers and partners
-Strong sense of empathy towards customers and a customer obsession
-Ability to learn customer scenarios quickly or new service scenarios and apply the knowledge to reported issues
-Ability to work 24x7x365 across a myriad of shifts on site
-Active TS SCI with Full Scope Polygraph -Microsoft or Office 365 certifications

Our client is looking for a skilled Customer Support Engineer to join their technical support team in **Sacramento, California, US**. This hybrid role involves providing essential technical assistance to customers, ensuring they receive timely and effective solutions to their product-related issues. The Customer Support Engineer will diagnose and troubleshoot hardware and software problems, guide users through problem-solving processes, and document solutions. You will also collaborate closely with the product development and engineering teams to relay customer feedback and identify potential product improvements. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for customer service. Experience with enterprise-level software or hardware support is highly desirable. Proficiency in using ticketing systems and remote diagnostic tools is a must. This position requires the ability to explain technical concepts clearly and concisely to both technical and non-technical users. You will be a critical link between our customers and our product teams, contributing to overall customer satisfaction and product quality. We seek an individual who is detail-oriented, organized, and capable of managing multiple support requests efficiently. This is a great opportunity to grow your technical support career within a supportive environment.

Responsibilities:

• Provide technical support to customers via phone, email, and remote sessions.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide customers through step-by-step solutions for their technical problems.
• Document all customer interactions, issues, and resolutions in the ticketing system.
• Escalate complex technical issues to Tier 2/3 support or engineering teams as needed.
• Create and update technical documentation, knowledge base articles, and user guides.
• Identify recurring issues and provide feedback to product development for improvement.
• Ensure timely resolution of support tickets within defined service level agreements (SLAs).
• Maintain a high level of customer satisfaction through professional and efficient support.
• Stay up-to-date with product updates and technical advancements.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 2+ years of experience in technical support or customer service engineering.
• Strong understanding of computer hardware, software, operating systems (Windows, macOS, Linux), and networking concepts.
• Experience with troubleshooting tools and remote support software.
• Proficiency with CRM and ticketing systems.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Customer-focused attitude with a passion for delivering excellent service.

Job Description

Job Description

Description:

Summary / Objective

Responsible for on-site customer troubleshooting, diagnostics, and installation of Injection Mold, Aluminum Extrusion and Die Cast machines. Strong understanding of industrial machinery, electrical principals, mechanical concepts, and precision mechanical components.

Essential Functions

• Supervise installation of new machines or new parts.
• Complete final acceptance testing of new machines.
• Train customers and service technicians on operation of machines.
• Troubleshoot and repair customer machine problems via phone and/or on site.
• Understands, utilizes, and maintains technical and precision measurement testing equipment.
• Ability to construct machine components as needed for customer specific jobs.
• Ability to read blueprints, technical manuals, and schematics.
• Ability to work with pneumatics, hydraulics, and electrical machinery.
• Ability to complete technical reports in Excel, Word, and PowerPoint.

Work Environment

This job operates in a professional office environment and a manufacturing environment. In the office environment, this position routinely uses standard office equipment such as computers, phones, photocopiers, printers, and filing cabinets. The manufacturing environment is often loud, and is subject to seasonal temperature changes. The employee is regularly exposed to heavy machinery (overhead cranes, forklifts and IM/DC/EX machines), moving mechanical parts and is occasionally exposed to risk of electrical shock and mechanical vibration. Customer facilities may not always have high safety standards like UMI, so employees in this position are expected to remain vigilant and be responsible for their own safety. This means knowing what PPE to wear, and ensuring that any employee entering specific work areas wear PPE appropriate to the area.

Physical Demands

This position requires employees to climb on top of machines, inside machines (confined spaces) and regularly lift loads weighing 50 pounds or more. Employees must be able to kneel, stand, walk and use hands for extended periods of time.

Requirements:

Minimum Qualifications

• Associate’s Degree or two to three years related experience and/or training, or combination of education and experience.
• Working knowledge of hydraulics, practical electrical engineering, and general knowledge of mechanical theory.
• Strong oral and written communication skills.
• Unexpired state issued driver license.

Preferred Qualifications

• Program Logic Control (PLC) experience.
• Mechanical background.
• Previous customer service experience.

Travel / Work Authorization

• Travel schedule varies; 50%– 75% travel required.
• May need to travel customer sites to help with the installation, including rigging and assembly of machines as well as provide on-site training to customers.
• Customer sites are within the United States and in Canada and Mexico.
• Proper travel documents and authorization will be required for travel outside of the United States.

Job Description

Job Description

Salary: 60k-70k annually, DOE

We're growing and looking for our next Customer Support Engineer to join our team! Do you share our passion for accountability, love our core values, enjoy technology, and possess excellent written and spoken communication skills? Read on!

Whats the starting salary range?

Depending on your customer service and technical support experience, this full-time salaried role starts between $60,000 and $70,000 annually.

What makes the Accountable2You support team different?

Everything we do at Accountable2You centers around support-driven growth, which we feel is the ideal way to grow a company that centers around serving our customers. Customer Support is central to our business model, essential to our vision, and vital to our shared success.

What does a normal day look like?

As a Customer Support Engineer, you will need to master the deeper workings of our software acting as a subject-matter expert and guiding other team members through complex conversations. Most of our work centers around things our customers encounter: troubleshooting software issues on various device types, explaining technically advanced details about our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS give us a wealth of technical topics to learn and master each day.

As a CS Engineer, youll also be expected to learn about our backend technology stack over time as youll frequently serve as the liaison between Customer Support and DevOps. To effectively communicate with our product and DevOps teams, youll need to understand the fundamentals of our various monitoring methods and API functions. While you wont necessarily write our technical documentation, your expertise will be leaned upon heavily to review our customer-facing documentation for technical accuracy as we roll out software updates.

Although you might not be a software developer, youll spend about 20% of your week on troubleshooting, bug-reporting, and project-based tasks. Youll also get the chance to use virtual machines and test devices to suit your test cases and isolate bugs in our production software.

Our Customer Support team handles incoming technical and account-related emails as well as live chats while working together on improving our processes, customer documentation, and learning (and testing) our technology.

Its important to note that while our support team is customer-facing, we dont operate in a call center or a sweatshop dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. Youre expected to jump into the inbox alongside the other team members, yet also spend a great deal of time designing processes, improving our customer-facing content, and documenting our technology.

Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation.

While many of our customers use our software to keep would-be temptations at bay and maintain a lifestyle of purity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.

About you

• Youre an outstanding human . We get it, no one is perfect, yet you possess a strong moral character thatloves our core values and affirms Accountable2You's mission and purpose.
• You believe the struggle is real . You countbondage to pornography and other addictive behavior as serious matters. Youre committed to helping people in their journey toward life change.
• Youre experienced in tech support . Were looking for at least 3 years of experience in a technical support role such as desktop support, system support specialist roles, or network support specialist roles.
  • Bonus points if written communication between you and your customers comprised over 50% of your interactions!
• Youre a veteran with SaaS software and technology . We provide extensive training on our products, but you wont need any training on the common software tool stack; youve been there and done that. If you havent used it before, you know how to find the answer and learn the tool because you do this all the time.
• Youre a natural communicator . While you dont need to be an extrovert, those who know you best would say you thrive in environments that rely upon clear written and spoken communication. Youre actively learning new methods of utilizing tone and voice in your customer interactions.You can document even the most confusing error or bug in an understandable and relatable way; both DevOps and Customer Support understand what youre saying.
• Youre a resourceful learner and a natural teacher . Youre naturally curious and love the art of asking the better question that reveals the actual need. You have a long list of techniques for navigating complex or confusing situations. You might not be a developer, but youre resourceful: you know how to test your hypothesis, isolate bugs, and find answers. You're a gifted peer mentor who can humbly guide your teammates as they handle challenging technical questions.
• Youre highly empathetic and see things from the other persons point of view . You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you rather than stupid because of a knowledge gap or a small mistake. Your teammates depend upon your ability to see the technical factors behind a problem.
• Youre eager to grow personally and professionally . Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At Accountable2You, we all view feedback as the means to grow and improve toward excellence. That means were quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too.
• Youre persistent and love solving problems . There are few easy answers here, and this excites you. Every customer is a real person with unique needs and emotional predispositions. Likewise, every device is different and poses its own challenges. You dont quit until youve done the hard work to research and answer the question at hand.
• You love discovering a better way . Like us, you feel the saying, faster is better isnt quite right. Instead, you believe that better makes us faster, so youre always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and youve built a fair bit of both. You love building a process, seeking clarity, and creating unity through standardization.
• Youre a flexible and proactive doer . You dont wait for someone to tell you what to do next. You own your work, and youre always looking for the next opportunity to meet a need, serve customers, or help your team. You see trends and rally your peers to take action. You know how to escalate critical matters to management or take the lead when its within your scope. Likewise, youre flexible to help cover our Saturday rotation or other shifts in the future.
  

Requirements

• A minimum of three years of experience in a technical support role, preferably in an IT department or technology-centered role
• A genuine delight in serving customers and meeting needs
• Mastery in explaining complex concepts with a tone that reflects a kind, honest, and confident clarity
• Experience with VPNs/networking, systems administration, software development, or end-point support (desktops, mobile, etc.)
• Highly proficient in learning and testing new technologies (e.g., versions of Linux)
• Expert troubleshooter: You know how to reproduce a bug and document your steps
• Familiarity with virtual machines (Oracle VirtualBox, Parallels, VMWare, etc.)
• Mastery of tools like Google Docs, Sheets, Zoom, Gmail, and similar software
• Experience using Zendesk, Help Scout, or similar software
• Experience using project/task management tools like Trello, Basecamp, Wrike, Asana, or similar software
• Ability to refine, create, and expand defined processes, pursuing clarity when the next steps are unclear
• A quick learner who rapidly adapts to change
• Affirmative, can-do attitude toward tasks and responsibilities
• A team player whoshumble, hungry, and smart
• Excellent attention to detail and agrowth mindset(Tip: 1.25x playback speed )
  

Bonus points

• Administration experience in Zendesk, Help Scout, or other similar software
• Experience with payment platforms like Stripe, PayPal, etc.
• Experience with technical writing or copywriting (support articles, blogs, etc.)
• Experience with message platforms like Twilo, Esendex, etc.
• Experience in project management, process modeling/flow charts, etc.
• You're already using Accountable2You (or another similar accountability tool)
  

When and where do you work?

This role works standard business hours (Monday through Friday, 8 AM - 5 PM). This role is office-based in Williamstown, Kentucky, and is not eligible for remote work.

We recognize the best talent might not live within a commuting distance to our office. We offer a generous relocation package for US-based candidates outside the local area. If youre our top candidate, well help you move here!

Does this sound like a good fit?

We hire the best fit, but theres a lot more that goes into best fit than a laundry list of previous experience.

If you love ourmission and values and model thehumble, hungry, and smartethos we aim for at Accountable2You, we encourage you to apply - wed love to hear from you! We respond to all applicants, so you'll definitely hear back from us.

PS - We love cover letters! Be sure to include one with your application to let us know why you'd like to work for Accountable2You!

PLEASE NOTE: Our emails to you may go to your spam/junk folder if your spam filter is overly aggressive. After submitting your application, please check for our automated confirmation email in your email inbox. If the automated confirmation email doesn't appear in your inbox, please check your spam/junk folder and mark the message as "not spam" or "not junk" to receive our follow-up responses.

Our client, a fast-growing SaaS company at the forefront of technological innovation, is seeking a highly skilled and customer-centric Senior Customer Support Engineer to join their team in Seattle, Washington, US . This role is critical in ensuring our clients receive exceptional technical assistance and a seamless experience with our products. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a passion for customer satisfaction. You will be responsible for diagnosing and resolving complex technical issues, providing expert guidance to customers, and contributing to the improvement of our support processes and documentation. This will involve detailed troubleshooting of software applications, interacting with customers via phone, email, and chat, and collaborating with engineering and product teams to escalate and resolve bugs or product defects. You will also play a key role in educating customers through knowledge base articles, tutorials, and webinars. The ability to articulate technical concepts clearly to both technical and non-technical audiences is paramount. This position offers a fantastic opportunity to work with cutting-edge technology and make a tangible impact on customer success.

Responsibilities:

• Provide advanced technical support to customers, troubleshooting complex software issues.
• Diagnose, document, and resolve customer-reported problems across various platforms.
• Communicate effectively with customers, providing timely updates and resolutions.
• Collaborate with engineering, product management, and QA teams to identify and resolve product defects and enhance product functionality.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Conduct customer training sessions and webinars on product features and best practices.
• Contribute to the continuous improvement of support processes and tools.
• Analyze support trends and provide feedback to product development teams.
• Manage customer escalations and ensure timely resolution of critical issues.
• Mentor junior support engineers and share technical expertise.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum of 4-6 years of experience in a technical support, helpdesk, or customer success role, preferably in a SaaS environment.
• Strong understanding of software applications, networking concepts, and operating systems (Windows, macOS, Linux).
• Excellent troubleshooting and analytical skills.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a collaborative team.
• Familiarity with scripting languages (e.g., Python, Bash) is a plus.

Our client is seeking a highly skilled and motivated Senior Customer Support Engineer to join their dynamic technical support team. This role is pivotal in ensuring the utmost satisfaction for our diverse clientele by providing expert-level assistance and troubleshooting for complex technical issues. You will be the primary point of contact for escalated customer inquiries, working collaboratively with development and product teams to resolve issues efficiently and effectively. Responsibilities include diagnosing and resolving hardware and software problems, guiding customers through intricate setup and usage procedures, creating and maintaining comprehensive technical documentation and knowledge base articles, and identifying trends in customer issues to provide feedback for product improvement. You will also be responsible for mentoring junior support staff and contributing to the continuous improvement of support processes and tools. The ideal candidate will possess exceptional communication and interpersonal skills, a deep understanding of our client's product suite, and a proven track record in technical support or a similar customer-facing engineering role. A Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience, is required. Familiarity with CRM systems and ticketing platforms is essential. This is a fantastic opportunity to grow your career in a fast-paced, innovative environment. Located in Huntsville, Alabama, US , this position offers a competitive salary, comprehensive benefits package, and opportunities for professional development. You will engage with a global user base, contributing directly to product success and customer loyalty. This hybrid role allows for a blend of in-office collaboration and remote flexibility. Proactive problem-solving and a commitment to delivering outstanding service are paramount. The ability to explain technical concepts clearly to non-technical users is a must. This role requires a strategic thinker who can balance immediate customer needs with long-term technical solutions.

Our client is a rapidly growing technology company seeking a highly skilled and experienced Senior Customer Support Engineer to join their dedicated team. This role is pivotal in ensuring our clients receive exceptional technical support for our innovative software solutions. You will be responsible for resolving complex technical issues, providing expert guidance, and contributing to the continuous improvement of our support processes and product offerings. This hybrid position allows for a blend of remote work and in-office collaboration.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat, troubleshooting and resolving complex software and system issues.
• Diagnose and analyze technical problems, identifying root causes and developing effective solutions.
• Escalate challenging issues to development and engineering teams, providing detailed diagnostic information.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Educate customers on product features, best practices, and optimal usage of our software.
• Collaborate with product management and engineering teams to provide feedback on product usability and identify areas for improvement.
• Train and mentor junior support engineers, sharing expertise and best practices.
• Manage customer relationships, ensuring high levels of satisfaction and retention.
• Participate in the on-call rotation to provide 24/7 support as needed.
• Monitor support metrics and identify trends to proactively address potential issues.
• Contribute to the development and implementation of new support strategies and tools.
• Stay up-to-date with product releases, updates, and new technologies relevant to our offerings.
• Ensure timely and accurate documentation of all customer interactions and resolutions in the support system.

The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer support methodologies. You should have proven experience troubleshooting complex software applications, ideally within a SaaS environment. Exceptional communication, interpersonal, and active listening skills are essential for effectively interacting with customers and internal teams. A patient, customer-centric approach combined with a results-oriented mindset is crucial. This role requires the ability to manage multiple priorities in a fast-paced environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 5+ years of experience in technical customer support, helpdesk, or a similar role, with a focus on software solutions.
• Proven ability to troubleshoot and resolve complex technical issues with software applications.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and databases.
• Experience with CRM and ticketing systems (e.g., Salesforce Service Cloud, Zendesk).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Outstanding written and verbal communication skills, with the ability to explain technical concepts clearly.
• Customer-focused attitude and strong empathy.
• Ability to work effectively both independently and as part of a team in a hybrid setting.
• Experience in a SaaS or cloud-based software environment is highly desirable.

This hybrid role is based in Miami, Florida, US , offering a dynamic work environment with opportunities for both in-office and remote engagement.

Our client, a rapidly growing technology company, is seeking a Senior Customer Support Engineer to join their dynamic team. This role plays a critical part in ensuring our clients receive prompt, effective, and high-quality technical support for our software products. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a deep commitment to customer satisfaction. You will be responsible for troubleshooting complex technical issues, providing in-depth product support, and guiding customers through resolutions. This includes analyzing logs, replicating issues, and escalating to engineering teams when necessary, providing them with detailed and accurate information. You will also be involved in creating and maintaining technical documentation, knowledge base articles, and training materials to empower both customers and internal support staff. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and potentially chat, often dealing with challenging technical problems. A proactive approach to identifying recurring issues and suggesting product improvements is highly valued. This position offers a hybrid work arrangement, requiring a balance of in-office collaboration and remote flexibility. You will work closely with product management and development teams to relay customer feedback and contribute to product enhancement. The ability to manage multiple support tickets efficiently, prioritize urgent issues, and maintain detailed records of customer interactions is crucial. We are looking for an individual who is passionate about technology, enjoys helping others, and thrives in a collaborative environment. A strong understanding of networking, operating systems, and common software architectures is beneficial.

Responsibilities:

• Provide expert-level technical support to customers for software products.
• Troubleshoot and resolve complex technical issues in a timely manner.
• Analyze technical data, logs, and error messages to diagnose problems.
• Escalate critical issues to engineering teams with comprehensive documentation.
• Develop and maintain technical documentation, including knowledge base articles and FAQs.
• Assist in creating training materials for customers and internal support staff.
• Educate customers on product features and best practices.
• Collaborate with product development teams to relay customer feedback.
• Manage and prioritize a queue of support requests effectively.
• Contribute to continuous improvement of support processes and tools.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, customer service engineering, or a related IT role.
• Proven ability to troubleshoot complex software issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-focused mindset with a passion for problem-solving.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Familiarity with cloud platforms (AWS, Azure, GCP) is beneficial.