Technical Support Engineer

Overview

We’re looking for a motivated Technical Support Engineer to join our client's IT Services team. You’ll play a key role in delivering fast, expert assistance for their software, hardware, and systems, ensuring customers stay productive and confident. The role blends hands-on troubleshooting, knowledge-base creation, and continuous improvement of our support processes.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, or ticketing system (Zendesk, Jira, ServiceNow) with professionalism and speed.
• Identify, diagnose, and resolve issues across software, hardware, networks, and operating systems.
• Implement effective solutions; escalate complex cases to senior engineers or other departments when needed.
• Log detailed records of interactions, issues, and resolutions in the ticketing platform.
• Write and update FAQs, how-to articles, and technical documentation to empower self-service and reduce repeat tickets.
• Guide users through step-by-step procedures, ensuring clear understanding of product features and troubleshooting steps.
• Relay customer insights to product, engineering, and sales teams to drive continuous improvement.
• Stay current with product releases, industry trends, and best practices.
• Participate in an on-call rotation for after-hours or weekend critical incidents (if applicable).

Required Qualifications

Core Competencies

Seniority level

Employment type

Job function

Industries

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