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Technical Support Engineer - (ZR_19621_JOB)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Australia

Offer summary

Qualifications:

3+ years in software product technical support, Proficiency in SQL and/or Postman, Strong customer service skills, Bachelor’s Degree in a related field.

Key responsabilities:

Respond to customer inquiries via chat, email, and phone
Diagnose feature issues and resolve configuration problems

BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/

501 - 1000 Employees

See all jobs

Job description

This is a remote position.

40 hours a week

Mon-Fri 8am-5pm Chicago IL Time (includes 1 hr unpaid break)

Position Overview:

We are seeking a Technical Support Engineer to join our rapidly growing team. This role will report to the VP of Engineering and collaborate cross-functionally with the Product, Implementation, and Engineering teams. The Technical Support Engineer is responsible for client engagement, application troubleshooting, and ongoing customer relationship management. This is an opportunity to contribute to our customer success strategy by providing world-class support.

Key Responsibilities:

Customer Support & Troubleshooting:
- Respond to inbound customer inquiries via chat, email, and phone.
- Act as a subject matter expert on the platform and maintain up-to-date product knowledge.
- Diagnose feature issues and integrations, resolving configuration problems, identifying bugs, and escalating issues as needed.
- Document customer interactions and maintain detailed support records.
Client Relationship Management:
- Provide professional and timely resolutions to customer concerns.
- Build ongoing trust and confidence with customers by proactively advising and assisting them.
- Communicate customer sentiment and feature feedback to internal teams.
- Expand and refine the customer self-help library of articles.
Technical & Product Support:
- Conduct ongoing product testing to identify and troubleshoot potential issues.
- Track and manage a comprehensive list of customer-reported challenges.
- Work closely with the Product, Engineering, and Implementation teams to ensure clients receive high-quality support.
- Follow established communication best practices and support guidelines.
Reporting & Process Improvement:
- Maintain and produce customer-facing reporting documents.
- Identify patterns in customer inquiries and escalate recurring issues to improve the software platform.

Required Qualifications:

3+ years of experience in software product technical support.
Strong customer service skills and ability to communicate technical concepts effectively.
Proficiency in SQL and/or Postman for troubleshooting and testing.
Excellent multitasking, prioritization, and time management skills.
Strong organizational skills and attention to detail.
Ability to quickly learn and adapt to new software and technologies.