Software Support Engineer

Exceptional customer service skills over email and live calls Empathy for customers Ability to coach others Strong troubleshooting aptitude Instinct for creating helpful customer-facing content Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET) Willing to overlap duties with others Proficient with Microsoft Intune and/or Group Policy Objects (GPO) for browser management Familiar with managing Dynamics 365 managed solutions Experience administering SharePoint App Catalog Experience deploying Teams apps through the Teams admin center Strong knowledge of browser dev tools (Edge and Chrome) Help write CSS or jQuery selectors Develop clear, effective prompts for AI or chat-based support systems (prompt engineering) Proficient in core Microsoft 365 apps (SharePoint Online, Dynamics, Copilot, Outlook, Teams) Familiarity with managing work items in Microsoft DevOps Minimum internet speed: 15 Mbps primary, 10 Mbps backup Desktop/laptop with Intel Core i5 (8th gen+) or i3 (10th gen+) or AMD Ryzen 5 (or equivalent), 8 GB RAM Backup device meeting Intel Core i3 performance, functional during power interruptions Functioning webcam Noise-canceling USB headset Quiet, dedicated home office space

Provide first-class technical support for end users Troubleshoot issues related to user access, functionality, deployment, and content creation Communicate effectively with technical and non-technical customers Support power users with configuration and content management Support admins with deployment, configuration, and troubleshooting Collaborate with internal teams to escalate complex issues and report bugs Help maintain documentation of known issues, procedures, and best practices Create, maintain, and update comprehensive documentation and help content