Support Engineer

Job Description:

We are looking for a highly motivated and skilled Support Engineer to join our dynamic team. In this role, you will be responsible for providing technical support and assistance to our customers, ensuring their experience with our products and services is seamless and positive. As a Support Engineer, you will work closely with our product, development, and customer success teams to resolve issues, troubleshoot technical problems, and deliver high-quality solutions.

Key Responsibilities:

Provide technical support to customers via phone, email, or chat.
Troubleshoot and resolve software and hardware issues across a range of products.
Replicate and identify bugs or defects and report findings to the development team.
Assist customers with the installation, configuration, and maintenance of our products.
Document and escalate unresolved issues to senior engineers or specialized teams.
Maintain knowledge of product updates and new features to provide accurate support.
Create and maintain knowledge base articles, FAQs, and support documentation.
Monitor system performance and alert customers to potential issues.
Collaborate with cross-functional teams to ensure customer feedback is incorporated into product improvements.
Participate in on-call rotation for after-hours support if necessary.

Required Qualifications:

Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
Experience: Minimum of 1 year in a technical support or IT support role, preferably in a software or hardware environment.
Technical Skills:
- Proficiency in troubleshooting hardware and software issues.
- Strong knowledge of operating systems (Windows, macOS, Linux).
- Familiarity with networking concepts and tools (DNS, DHCP, VPNs, firewalls).
- Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow).
- Ability to work with databases and basic SQL queries.
- Understanding of cloud platforms (AWS, Azure, etc.) is a plus.
- Knowledge of remote desktop software and tools for system diagnostics.
Soft Skills:
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and critical thinking.
- Ability to manage time efficiently and handle multiple tasks simultaneously.
- Team player with the ability to work collaboratively in a fast-paced environment.
- Customer-focused attitude with an eagerness to assist and resolve issues.

Preferred Expertise:

Certifications:
- ITIL Foundation, CompTIA A+, Network+, or other relevant certifications.
- Familiarity with scripting languages (e.g., Python, PowerShell) is a plus.
Experience with specific tools or technologies:
- Experience supporting cloud-based applications and services.
- Familiarity with virtualization platforms like VMware or Hyper-V.
- Experience in software deployment and patch management.