Technical Support Engineer - Remote

Overview

The Technical Support Engineer serves as the primary point of contact for customer inquiries, troubleshooting various technical issues, and ensuring customer satisfaction through effective communication and problem resolution.

In Short

• Serve as the point of contact for customer inquiries via cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and perform test validation.
• Document troubleshooting actions and resolutions in Salesforce.
• Collaborate with engineers and product management for complex issues.
• Own cases until resolution ensuring timely updates.
• Contribute to the knowledge base with new solutions and FAQs.
• Participate in sessions to resolve widespread issues.
• Meet KPIs for response and resolution times.
• Provide feedback on product usability and gaps.

Requirements

• 1–3 years in SaaS technical support or related role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs).
• Experience with application configuration and user permissions.
• Strong analytical and communication skills.
• Ability to manage multiple priorities.
• Experience with Salesforce Service Cloud or similar CRM.
• Demonstrated curiosity and accountability.

Benefits

• Annual base salary range of $65,000-$70,000.
• Eligible for annual bonus based on performance.
• Flexible time off and comprehensive health plans.
• 401(k) retirement savings plan with company match.
• Health savings account with company contributions.
• Life, accident, and disability coverage.
• Employee assistance programs and well-being benefits.