Hiring for a USA based Multinational Company,
We are seeking a detail-oriented and customer-focused Technical Support Engineer to join our support team. In this role, you will be the primary point of contact for technical issues, ensuring timely and effective resolutions to customer problems. You will troubleshoot software/hardware issues, provide product guidance, and work cross-functionally with engineering and product teams to improve the overall customer experience.
* Provide technical support to customers via phone, email, chat, or ticketing systems.
* Diagnose and troubleshoot software, hardware, and network issues.
* Ask targeted questions to understand the root cause of problems.
* Guide users through step-by-step solutions in a clear and friendly manner.
* Escalate unresolved issues to higher-level engineers or developers when necessary.
* Document technical issues, resolutions, and standard operating procedures.
* Monitor support tickets and ensure timely resolution in line with SLAs.
* Collaborate with product, QA, and engineering teams to report bugs and suggest improvements.
* Assist in developing user guides, FAQs, and knowledge base articles.
* Stay up-to-date on product updates, industry trends, and new technologies.
* Strong understanding of computer systems, mobile devices, and other tech products.
* Hands-on experience with
troubleshooting
,
networking
, and
system administration
.
* Familiarity with
ticketing systems
(Zendesk, Freshdesk, Jira).
* Basic scripting or coding knowledge (Bash, Python, SQL) is a plus.
* Experience with
SaaS platforms
,
cloud services
(AWS, Azure), or
CRM systems
is beneficial.
* Knowledge of operating systems: Windows, macOS, Linux.
* Excellent problem-solving and communication skills.
* Ability to explain complex technical concepts to non-technical users.
* Strong organizational and time management abilities.
* Patience and empathy when dealing with frustrated users.
* Team player with a proactive attitude.