Technical Support Engineer

Position Overview We are seeking a proactive and customer-focused Technical Support Engineer to provide exceptional technical assistance to clients and internal teams. The ideal candidate will troubleshoot software and system-related issues, ensure timely resolution of support tickets, and help improve the overall customer experience through strong technical knowledge and communication skills. Key Responsibilities Provide technical support to customers via email, chat, phone, and ticketing systems. Diagnose, troubleshoot, and resolve software, platform, and integration issues. Escalate complex technical problems to engineering or product teams when necessary. Monitor support queues and ensure SLA compliance for response and resolution times. Assist customers with onboarding, setup, and product configuration. Document troubleshooting steps, resolutions, and knowledge base articles. Collaborate with cross-functional teams including Product, Engineering, and Customer Success. Identify recurring issues and recommend process or product improvements. Maintain a high level of customer satisfaction through professional communication and timely support. Requirements Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred. 2+ years of experience in technical support, help desk, or customer support engineering roles. Strong understanding of SaaS platforms, APIs, CRM systems, and cloud-based applications. Experience with ticketing systems such as Zendesk, Freshdesk, or Jira. Basic knowledge of SQL, networking, troubleshooting tools, and system integrations. Excellent problem-solving and analytical skills. Strong verbal and written communication skills. Ability to work independently and manage multiple priorities in a fast-paced environment.