Software Support Engineer

Proficient with Microsoft Intune and/or Group Policy Objects (GPO) for browser management and configuration. Familiar with managing Dynamics 365 managed solutions. Experience administering SharePoint App Catalog for deploying custom spfx addins. Experience deploying Teams apps through the Teams admin center. Strong knowledge of browser dev tools within Edge and Chrome. Ability to 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 such as SharePoint Online, Dynamics, Copilot, Outlook, OneDrive, Teams. Familiarity with managing work items in Microsoft DevOps. Minimum 15 Mbps primary internet connection. Minimum 10 Mbps backup internet connection capable of supporting work during power outages. Desktop or laptop with Intel Core i5 (8th gen+) or i3 (10th gen+) or AMD Ryzen 5 or equivalent processor. Minimum 8 GB RAM. Functional backup device meeting or exceeding Intel Core i3 performance, functional during power interruptions. Functioning webcam. Noise-canceling USB headset. Quiet, dedicated home office space. Exceptional customer service skills over email and live screenshare. Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET).

Provide first-class technical support for end users of browser extension and solutions. 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 tasks. Support admins with deployment, configuration, and troubleshooting tasks. 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 for the support site.