Remote Support Engineer, Junior
Troubleshooting & Problem Solving
Diagnosing and resolving technical issues related to software, hardware, and systems.
Customer Interaction
Interacting with customers (and potentially internal users) via phone, email, chat, or video conferencing to understand and resolve their issues.
Guidance & Support
Providing step-by-step instructions and guidance to users to resolve technical problems.
Documentation & Knowledge Sharing
Creating and maintaining documentation, knowledge base articles, and FAQs to help users and internal teams.
Escalation
Identifying and escalating complex or unresolved issues to the appropriate internal teams.
Communication
Clearly communicating technical information to both technical and non-technical users.
Product Knowledge
Developing a strong understanding of the products or services they support.
Collaboration
Working with other teams (e.g., engineering, product) to resolve issues and improve products.
Process Improvement
Contributing to the improvement of support processes and workflows.
Required Qualifications
- Education and/or Experience: Bachelor’s degree and/or 2 to 5 years of experience
- Security Clearance: TS/SCI with CI Poly
- Technical Skills: Strong troubleshooting skills, understanding of computer hardware and software, networking basics, and potentially specific software or systems related to the role.
- Communication Skills: Excellent written and verbal communication skills to effectively interact with users and document solutions.
- Customer Service Skills: Patience, empathy, and the ability to build rapport with users.
- Problem-Solving Skills: Ability to analyze problems, identify solutions, and guide users through the resolution process.
- Organization & Time Management: Ability to manage multiple tasks and prioritize issues effectively.
Compensation
A reasonable estimate of the current range for this role in the U.S. is $100,000.00 - $150000.00.