Support Engineer (Remote)
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Role Overview:
We are hiring for one of our clients, seeking a Support Engineer to work on a contract basis. The role involves troubleshooting and resolving technical issues for users of a cloud-based platform. Primary focus will be on resolving technical issues via chat and email while maintaining high customer satisfaction.
Key Responsibilities:
• Diagnose and resolve technical issues reported by users via chat and email in a timely manner.
• Document solutions to common problems and update knowledge base articles for internal and external use.
• Collaborate with engineering teams to escalate and track complex technical issues to resolution.
• Provide clear, concise, and actionable guidance to users on platform features and best practices.
• Monitor and respond to platform-related inquiries in real time to minimize user downtime.
Required Skills & Qualifications:
• Experience providing technical support in a SaaS or cloud-based environment is required.
• Proficiency with ticketing systems and CRM tools for issue tracking and resolution is required.
• Strong written and verbal communication skills in English are required.
• Ability to troubleshoot technical issues across multiple operating systems and platforms is required.
• Experience with debugging tools and log analysis for issue resolution is preferred.
More About the Opportunity:
This role offers a unique opportunity to work with a global leader in the Technology, Information and Internet industry, contributing to seamless user experiences on a high-traffic platform. The position provides exposure to modern cloud infrastructure and customer-facing technical support at scale.
Equal Opportunity Employer:
We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.
Apply Now!
Job ID: 152465743
Skills:
Operating Systems, Debugging Tools, Log Analysis, Atocha, service logs, generative AI applications, technical root cause analysis, IntelliOps, First Responder Agent, TARS, prompt engineering for large language models, AI-powered monitoring tools, LLM trace, AWS networks, APD, code-level understanding
Skills:
Rest Apis, Microsoft SQL Server or PostgreSQL, Application logs and error messages, Software testing QA, SaaS applications, Postman or similar API tools, Browser developer tools, ERP or business software, Azure or AWS, Basic SQL querying, SQL and relational databases, Ticketing and issue-management systems
Skills:
Windows Server, Group Policy, Office 365, Print Server, Mint, pacs, OsiriX, Active Directory, Cloud administration, Ticketing and remote management systems, Adobe Acrobat, MS Teams, Scripting automation, Microsoft O365, Sharepoint, Zoom, Citrix VDI
Skills:
Kibana, Curl, Apis, Networking Concepts, Json, Dns, Debugging Tools, Firewalls, Postman, SIP protocols, latency, cloud platforms, HTTP methods, VSIP, ports, webhooks, SIP call flows
Skills:
ticketing systems , Cli, PowerShell, Windows, Desktop Support, Mac Operating Systems, Virtual Machines, Azure Ad, Linux, Storage Accounts, Logic Apps, remote support tools, Microsoft Azure services, desktop and mobile device management solutions
