Description
As a Technical Support Engineer, you will serve as the frontline expert for diagnosing, troubleshooting, repairing, and debugging complex software issues. You'll play a vital bridge role between customers and internal teams — surfacing design concerns, reliability issues, and software bugs to R&D and Software Engineering. Where needed, you'll also support customer installation processes and deliver hands-on training to ensure users get the most out of our products.
This is a highly technical, customer-facing role best suited to those who are comfortable working with sophisticated software and can communicate complex issues clearly to both technical and non-technical audiences.
Key Responsibilities
- Diagnose, troubleshoot, repair, and debug complex software issues escalated by customers or internal teams
- Identify, document, and report software defects, design flaws, and reliability issues to R&D and Software Engineering teams
- Collaborate cross-functionally with engineering, product management, and QA teams to drive issue resolution
- Assist with customer software installation, configuration, and onboarding where required
- Deliver product training and guidance to customers and end-users as needed
- Maintain detailed and accurate records of support cases, diagnostic findings, and resolutions
- Contribute to internal knowledge bases, troubleshooting runbooks, and FAQ documentation
- Meet or exceed defined SLA targets for response and resolution times
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent practical experience)
- 2+ years of experience in a technical support, software engineering, or QA role
- Strong analytical and problem-solving skills with a structured approach to troubleshooting
- Proficiency in reading system logs, error traces, and using debugging tools
- Experience supporting software installation, configuration, and debugging in complex environments
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly
- Ability to manage multiple open cases simultaneously in a fast-paced environment
Preferred Qualifications
- Experience with enterprise software, SaaS platforms, or cloud-based solutions
- Familiarity with scripting or programming languages (e.g., Python, Java, Bash)
- Experience using ticketing and CRM systems (e.g., Salesforce Service Cloud, Jira, Zendesk)
- Understanding of networking protocols, REST APIs, and system integrations
- Prior experience in customer-facing technical support or professional services roles