Technical Support Engineer II - Remote

Overview

As a Technical Support Engineer II at Appspace, you will provide exceptional technical support for the Appspace platform, ensuring a smooth and positive user experience for customers.

In Short

• Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.
• Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions.
• Conduct thorough root cause analysis to identify and address underlying technical problems.
• Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
• Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement.
• Maintain a deep understanding of the Appspace platform, its features, and functionalities.
• Stay up-to-date on the latest technical trends and advancements relevant to Appspace.

Requirements

• Minimum 1-2 years of experience in a technical support role or related field.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
• Experience troubleshooting software applications, preferably in a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• A passion for customer service and a commitment to exceeding expectations.
• Proficiency in technical documentation and knowledge base creation.
• Ability to work independently, prioritize tasks effectively, and meet deadlines.
• Strong analytical and problem-solving skills.
• Experience with ticketing systems (e.g., Salesforce) is a plus.

Benefits

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment