Technical Support Engineer

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 3+ years of customer service experience, plus several years of professional experience

Core Areas: Technical Support, Support Ticket Management, Root Cause Analysis, SaaS, SQL, Web Technologies, APIs, CRM Platforms

Compensation: $55,000-$70,000 per year

About the Role

The Technical Support Engineer handles customer questions, incidents, support cases, and bug or feature requests while independently managing cases of low to moderate complexity. The role focuses on diagnosing customer problems, performing root cause analysis, configuring customer systems, resolving product issues, and maintaining service levels through effective case management.

This position requires strong technical troubleshooting and customer-facing skills, with experience across technologies such as SQL, HTML, JavaScript, CSS, XML, APIs, email deliverability, Salesforce, and Microsoft Dynamics CRM. The successful candidate will develop deep product expertise, communicate technical solutions clearly to customers, and work cross-functionally to resolve and escalate product issues when necessary.

What You'll Do

• Develop expert-level knowledge of the product and its technical functionality.
• Proactively manage, prioritize, and respond to customer support tickets.
• Understand, interpret, reproduce, diagnose, and troubleshoot customer-reported problems.
• Perform root cause analysis to identify the underlying causes of technical issues.
• Manage customer questions, incidents, and bug or feature requests through appropriate support processes.
• Explain and teach technical solutions to customers in a clear and practical manner.
• Communicate clearly and precisely with customers through written and verbal channels.
• Maintain accurate and timely case records within the case tracking system.
• Collaborate with members of other departments and teams to resolve product issues and escalate cases when necessary.
• Configure customer systems to meet defined requirements.
• Manage multiple priorities and support cases while meeting individual case management and SLA goals.
• Serve as a subject matter expert in at least one product area.

Qualifications

Required Experience

• Three or more years of customer service experience.
• Several years of relevant professional experience supporting technical problem solving and customer needs.
• Previous experience working directly with customers is essential.

Required Skills

• Strong technical problem-solving skills with the ability to investigate, reproduce, diagnose, and resolve customer issues.
• Demonstrated experience in one or more of the following areas: SQL and database technology; HTML, JavaScript, CSS, and XML; email deliverability; Salesforce or Microsoft Dynamics CRM; or APIs.
• Ability to perform root cause analysis and navigate challenging situations professionally.
• Strong written and verbal communication skills with the ability to communicate effectively with customers and professional staff at all levels.
• Excellent organizational skills with the ability to prioritize, manage multiple tasks, and execute work cross-functionally.
• Ability to independently manage support cases of low to moderate complexity and maintain accurate case tracking records.

Education & Certifications

• Bachelor's degree in Information Technology or a similar field of study, or commensurate professional experience.

Preferred Qualifications

• Familiarity with SaaS solutions.

Benefits

• Paid time off program.
• Health benefits.
• Remote work.
• Casual and friendly work environment.
• Support for personal and professional growth.