Careers

Tech Support Engineer

USA · Full-time · Associate

About The Position

Job role:

We are looking for a Technical Support Engineer to join our expanding team to provide enterprise-level assistance to our customers. If you’re a natural helper, enjoy assisting people with computer issues and able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person that our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.


Responsibilities:

● Research and identify solutions to software and infrastructure issues 

● Diagnose and troubleshoot technical issues, including account setup and network configuration 

● Ask customers targeted questions to quickly understand the root of the problem 

● Track computer system issues through to resolution, within agreed time limits 

● Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue 

● Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers) 

● Provide prompt and accurate feedback to customers 

● Refer to internal log systems, database or external resources to provide accurate tech solutions 

● Prioritize and manage several open issues at one time 

● Follow up with clients to ensure their IT systems are fully functional after troubleshooting 

● Prepare accurate and timely reports 

● Document technical knowledge in the form of notes and manuals 

● Maintain jovial relationships with clients

Requirements


  • 3+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Linux/Mac OS/Windows environments 
  • Prior experience in cloud computing platforms (AWS, GCP, Azure) and working in microservices distributed environments (Docker / Swarm, Kubernetes) 
  • Ability to diagnose and troubleshoot basic technical issues 
  • Excellent problem-solving and communication skills 
  • Ability to provide step-by-step technical help, both written and verbal 
  • Startup mentality: high pace, dynamically changing tasks and priorities 
  • BS degree in Information Technology, Computer Science or relevant field 
  • Additional certification in Linux, Microsoft, AWS, or similar technologies is a plus

Apply for this position