The Tier 1-2 Technical Support Engineer will serve as the first point of contact for customers and internal users, providing technical assistance for a variety of issues.
You will handle incoming support requests, resolve technical problems, and escalate complex issues when necessary.
This role requires strong communication skills, technical expertise, and a customer-first approach.
Key Responsibilities:
Respond to customer inquiries via email, phone, and chat in a professional and timely manner.
Troubleshoot and resolve a range of technical issues, such as software configuration, installation issues, and basic hardware troubleshooting.
Guide customers through the setup and use of our products and services.
Analyze logs, performance data, and system reports to diagnose more complex technical problems.
Escalate unresolved issues or bugs to higher technical teams when necessary, while documenting solutions for future cases.
Collaborate with internal teams to resolve product issues, system bugs, or customer-reported problems.
Document and track all customer interactions and issues using the ticketing system.
You will handle incoming support requests, resolve technical problems, and escalate complex issues when necessary.
This role requires strong communication skills, technical expertise, and a customer-first approach.
Key Responsibilities:
Respond to customer inquiries via email, phone, and chat in a professional and timely manner.
Troubleshoot and resolve a range of technical issues, such as software configuration, installation issues, and basic hardware troubleshooting.
Guide customers through the setup and use of our products and services.
Analyze logs, performance data, and system reports to diagnose more complex technical problems.
Escalate unresolved issues or bugs to higher technical teams when necessary, while documenting solutions for future cases.
Collaborate with internal teams to resolve product issues, system bugs, or customer-reported problems.
Document and track all customer interactions and issues using the ticketing system.
Requirements:
1-3 years of experience in technical support, IT helpdesk, or a related field.
Strong knowledge of operating systems (Windows, macOS, Linux).
Experience using ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
Familiarity with database management and SQL.
Excellent problem-solving and analytical skills.
Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical users.
Ability to work well under pressure and manage multiple tasks efficiently.
Focus on delivering high-quality support and customer service.
Nice to have:
Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
1-3 years of experience in technical support, IT helpdesk, or a related field.
Strong knowledge of operating systems (Windows, macOS, Linux).
Experience using ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
Familiarity with database management and SQL.
Excellent problem-solving and analytical skills.
Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical users.
Ability to work well under pressure and manage multiple tasks efficiently.
Focus on delivering high-quality support and customer service.
Nice to have:
Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
This position is open to all candidates.
