Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at Appspace, you will be responsible for providing advanced troubleshooting for customers regarding software, hardware, network, and security issues.

In Short

• Respond to customer technical support inquiries via phone, email, or chat.
• Provide 2nd tier support and mentorship to junior team members.
• Deliver daily updates to customers on their issues.
• Create knowledge base articles for complex installations and troubleshooting.
• Work on various projects including deployment verification.
• Configure equipment to resolve connectivity and network issues.
• Manage escalations in JIRA and liaise with the Product development team.
• Prepare for and attend customer meetings to provide updates.
• Perform QA testing of new products and provide feedback.
• Expand knowledge of Appspace software and relevant IT skills.

Requirements

• Excellent oral and written communication skills.
• Creative problem resolution skills.
• Customer-focused and reliable.
• Ability to communicate technical issues clearly.
• Proficiency in Windows operating systems.
• Troubleshooting experience with Windows Server.
• Knowledge of networking and security protocols.
• Experience with IIS and Linux/Unix systems.
• Database query experience with MySQL, MS SQL, and MongoDB.
• Bachelor’s degree in IT/Computer Science or equivalent experience.
• 3+ years of experience in IT/software troubleshooting.
• 1+ years of experience in network/security troubleshooting preferred.
• Familiarity with JIRA and Salesforce preferred.

Benefits

• Competitive salaries and employer-paid medical coverage.
• Generous PTO and flexible work schedules.
• Remote work opportunities.
• Paid company holidays.
• Casual dress work environment.