Support Engineer I
About Our Client
The organization operates in the software and technology support industry, focusing on delivering solutions that help customers manage software products effectively. It addresses challenges related to software troubleshooting, integration, and customer support by providing technical assistance and leveraging AI-driven tools to enhance service efficiency and accuracy. Serving over 4,000 clients with a high retention rate, the company emphasizes customer success and continuous improvement through AI and automation.
About the Opportunity
The Support Engineer I is the primary technical contact for customers, responsible for resolving software-related issues and guiding product use. This role contributes by ensuring timely problem resolution, maintaining positive customer experiences, and enhancing support processes through AI-assisted tools, which collectively support the organization's commitment to customer satisfaction and operational efficiency.
Responsibilities
- Serve as the first point of contact for customers via phone, email, chat, and remote sessions.
- Provide responsive and professional customer support addressing technical inquiries and issues.
- Troubleshoot and resolve problems related to software installation, configuration, licensing, upgrades, and integrations.
- Analyze reported issues to identify root causes and deliver effective solutions.
- Manage support cases in line with service level agreements.
- Document support interactions and troubleshooting outcomes accurately.
- Escalate complex issues while maintaining communication ownership.
- Contribute to and utilize knowledge bases and internal documentation.
- Identify recurring issues and suggest improvements to support resources and product features.
- Share knowledge and best practices within the support team.
- Use AI tools to improve troubleshooting, knowledge discovery, and case handling.
- Validate AI-generated recommendations for technical accuracy.
- Identify opportunities for automation and efficiency improvements.
- Stay updated on emerging AI technologies and apply them responsibly.
Requirements
- Bachelor's degree in IT, Computer Science, or related field, or 1+ years technical support experience.
- Strong customer service focus.
- Basic knowledge of Windows and Linux operating systems.
- Foundational understanding of networking concepts such as TCP/IP, DNS, and firewalls.
- Familiarity with software lifecycle processes including installation and upgrades.
- Experience with protocols like HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
- Effective written and verbal communication skills.
- Ability to manage multiple issues in a fast-paced environment.
- PREFERRED: Experience with SaaS support, EDI, MFT, integration platforms, cloud services, SQL, scripting, CRM/ticketing tools, and AI-powered productivity tools.
- Commitment to responsible AI use and customer data protection.
Pay Range and Compensation Package
The pay range for this role is $65,000 to $75,000.
Benefits & Perks
- Healthcare, dental, and vision insurance.
- Flexible paid time off.
- 401(k) match.
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
- Employee Assistance Program.
- Paid parental leave.
Note
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.