Technical Support Engineer

Posted 2024-11-16

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💎 Seniority level: Senior, 5+ years

📍 Location: U.S.

🔍 Industry: Rentals industry

🏢 Company: Rentable

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipSalesforceCommunication SkillsCustomer serviceWritten communicationDocumentation

Requirements:

5+ years of experience in a Technical support engineer role.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Professional and pleasant telephone manner.
Ability to explain technical issues to technical and non-technical employees and customers.
Strong analytical and problem-solving skills.
Proficient with Google Suite or related software.
Detail-oriented and dependable, with a positive and curious attitude.
Experience with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices.
Bachelor's degree or higher a plus.
PropTech or SaaS industry experience is a plus.

Responsibilities:

Analyze, troubleshoot, and resolve complex technical issues related to software, hardware, networking, and system configurations.
Accurately document all support interactions, incidents, and resolutions within the ticketing system.
Work closely with engineering, product, customer success, sales, and other teams for escalated issues and product feedback.
Provide end-users with guidance and training to increase understanding and prevent recurring issues.
Identify issues for advanced troubleshooting or escalation to senior engineers or relevant departments.
Create or contribute to support tools, automated scripts, and resources for enhanced support capabilities.
Update and expand the internal knowledge base with solutions, best practices, and troubleshooting steps.
Keep current on new product features and industry trends.
Communicate recurring issues and user feedback to product and development teams.
Ensure all support interactions meet or exceed established SLAs.

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Technical Support Engineer

Requirements:

Responsibilities:

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