Technical Support Engineer

Strong expertise in Microsoft Windows operating systems. Ability to identify and troubleshoot failed patch installations. Familiar with PowerShell scripting and able to understand basic scripts. Proficiency in Mac OS and/or Linux platforms. Knowledge of software deployment and configuration using install switches. Skilled in reading, writing, modifying, and backing up the Windows registry. Previous experience in technical support or customer service roles. Excellent problem-solving and communication skills. Solid experience troubleshooting software issues across various environments. Experience with patch management solutions (plus). Ability to analyze and interpret logs and event data (plus). Knowledge of Windows Group Policy configuration and management (plus). Familiarity with Windows servers and server management (plus). Basic understanding of the Windows Security model and related protocols (plus).

Provide timely, efficient technical support with prompt responses to customer inquiries. Troubleshoot and resolve customer issues via phone and other communication channels. Follow up with customers post-troubleshooting to ensure full product functionality. Collaborate with the engineering team to address complex technical challenges. Work closely with the product team, incorporating customer feedback into product improvements. Build and maintain an internal knowledge base with useful guides and solutions. Continuously refine and enhance the customer support process for better efficiency. Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. Participate in customer meetings when needed to troubleshoot and resolve issues directly.