Senior Technical Support Engineer
J
JobgetherSaaS
USFull-TimeSenior
Salary42,100 - 76,400 USD per year
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceMicrosoft OfficeCustomer serviceSaaSNetworkingTroubleshootingTechnical support
Requirements
- 2+ years of prior experience in a technical support role, ideally within a SaaS or software environment.
- Salesforce experience required.
- Proficiency with Microsoft Office applications.
- Strong technical troubleshooting, research, and problem-solving abilities.
- Excellent written and verbal communication skills in English.
- Strong customer service, conflict resolution, and relationship management skills.
- Exceptional attention to detail, organization, and time-management capabilities.
- Ability to manage a high workload, multiple projects, frequent interruptions, and changing schedules.
- Ability to work assigned shifts, including variable schedules and designated holidays when required.
- Associate’s degree or equivalent professional experience required; a bachelor’s degree in a technical field is preferred.
Responsibilities
- Serve as an initial point of contact for customer requests through phone, email, and chat, assessing urgency and business impact to prioritize technical issues effectively.
- Diagnose technical problems across hardware, software, networking, and related technologies, conducting research and implementing appropriate resolutions.
- Maintain ownership of customer cases through follow-up, ensuring clear communication and that customer expectations are appropriately managed.
- Escalate complex or high-severity issues to the appropriate internal teams while remaining accountable for coordination, communication, and resolution outcomes.
- Accurately document customer interactions, troubleshooting steps, resolutions, and relevant case information within the case management system.
- Produce standard statistical and help desk reports to support operational visibility and performance tracking.
- Collaborate with software development teams to communicate product defects, explain error conditions, and recommend product or process improvements.
- Participate in software and hardware testing to evaluate usability, performance, functionality, and alignment with customer workflows.
- Create and maintain knowledge base content for internal support teams and customer self-service resources.
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