Technical Support Engineer
United StatesFull-TimeEntry
Salary15.05 - 23.65 USD per hour
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Job Details
- Experience
- 1+ years
- Required Skills
- DocumentationTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- 1+ years of experience in a technical support or customer-facing IT role, ideally supporting B2B or enterprise software products.
- Associate’s degree or equivalent practical experience in a technical or related field.
- Strong analytical and problem-solving skills in complex, multi-system environments.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
- Ability to manage multiple priorities in a fast-paced, high-pressure support environment.
- Strong attention to detail and commitment to delivering a high-quality customer experience.
- Experience with property management software or similar SaaS platforms is a plus.
- Familiarity with knowledge base systems, documentation practices, and support tooling is preferred.
- Ability to use AI-assisted tools responsibly, with attention to data governance and output validation.
Responsibilities
- Provide frontline technical support across multiple channels including phone, ticketing systems, and chat to resolve customer issues efficiently.
- Diagnose, troubleshoot, and analyze software functionality and performance issues within a multi-platform SaaS environment.
- Own customer incidents end-to-end, ensuring accurate documentation, clear communication, and timely resolution throughout the lifecycle.
- Develop and maintain expertise in core platform technologies while expanding knowledge in specialized product areas.
- Collaborate with engineering and product teams to escalate complex issues and contribute to root-cause analysis and long-term fixes.
- Educate customers on product features, best practices, and updates to enhance adoption and user experience.
- Maintain detailed records of troubleshooting steps, customer interactions, and issue resolutions in support systems.
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