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Support Engineer job description
A Support Engineer is a technical professional who troubleshoots and resolves complex technical issues for customers, ensuring optimal system performance and user satisfaction. This role is critical for maintaining customer trust, reducing churn, and providing valuable product feedback that drives continuous improvement.
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What is a Support Engineer?
A Support Engineer is a specialized technical role that bridges the gap between customers and a company's product or service. Unlike general customer support representatives, they possess deep technical expertise to diagnose, troubleshoot, and resolve complex software, hardware, or system-level issues. They are problem-solvers who combine strong communication skills with engineering knowledge to guide users through technical challenges, ensuring a seamless experience and maximizing the value the customer gets from the product.
What does a Support Engineer do?
Support Engineers perform a wide range of technical and customer-facing duties. Their primary responsibility is to act as the primary point of contact for customers experiencing technical difficulties. This involves meticulously reproducing reported issues in test environments, analyzing logs, and diagnosing root causes. They then develop and communicate clear, effective solutions, which may include writing code for bug fixes, creating workarounds, or escalating issues to development teams with detailed reports. Beyond troubleshooting, they create technical documentation and knowledge base articles to help users solve common problems independently. A key part of their role is also to serve as the voice of the customer, synthesizing user feedback and recurring issues into actionable reports for product and engineering teams to drive future improvements and prevent similar problems.
Job Overview
As a Support Engineer, you will serve as the critical link between our customers and our technology solutions, providing expert technical support and troubleshooting for software and hardware systems. You will diagnose and resolve complex technical issues, collaborate with cross-functional teams to escalate and resolve problems, and ensure customer satisfaction through timely and effective communication. This role requires a blend of technical expertise, problem-solving skills, and exceptional customer service to maintain our reputation for excellence in support.
Support Engineer responsibilities include:
1. Provide Tier 2 and Tier 3 technical support for software applications, hardware systems, and network infrastructure via phone, email, and chat.
2. Diagnose, troubleshoot, and resolve complex technical issues, including system errors, performance bottlenecks, and integration problems.
3. Document all support interactions, solutions, and technical knowledge in the ticketing system (e.g., Zendesk, Jira Service Desk) for future reference.
4. Collaborate with development, QA, and product teams to escalate and resolve bugs, feature requests, and critical incidents.
5. Create and maintain technical documentation, FAQs, and knowledge base articles to empower customers and improve self-service support.
6. Conduct remote sessions with customers to replicate issues, provide real-time solutions, and deliver product training when necessary.
7. Monitor system alerts and performance metrics to proactively identify and address potential issues before they impact customers.
1. Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
2. 2+ years of experience in a technical support or IT support role, with hands-on troubleshooting of software and hardware issues.
3. Proficiency in troubleshooting Windows, Linux, or macOS operating systems, and familiarity with command-line tools.
4. Experience with networking concepts (TCP/IP, DNS, HTTP/S, VPN) and ability to diagnose network-related problems.
5. Strong knowledge of databases (e.g., SQL, MySQL) and ability to write basic queries for troubleshooting.
6. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
7. Customer-focused mindset with a proven track record of meeting SLAs and achieving high customer satisfaction scores.
Preferred Qualifications
1. Experience with cloud platforms such as AWS, Azure, or Google Cloud, and familiarity with cloud-based troubleshooting tools.
2. Knowledge of scripting languages (e.g., Python, PowerShell, Bash) for automating repetitive tasks and diagnostics.
3. Familiarity with ITIL framework and experience using service desk software like ServiceNow or Freshservice.
4. Previous experience in supporting enterprise-level SaaS products or B2B software solutions.
5. Certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, or AWS Certified Cloud Practitioner.
Bonus Skills
1. Experience with containerization technologies like Docker and Kubernetes.
2. Knowledge of cybersecurity principles and experience addressing security-related support tickets.
3. Fluency in multiple programming languages (e.g., Java, JavaScript, C#) for deep-dive code-level troubleshooting.
4. Experience using log analysis tools (e.g., Splunk, ELK stack) to investigate and resolve complex issues.
5. Multilingual skills, particularly in Spanish, to support a diverse customer base in the U.S. market.
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