RRemoteville
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Support Engineer I

Skills
Computer ScienceSoftware As A ServiceProtocolsContinuous ImprovementCustomer ExperienceDomain Name SystemService Orientation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor's degree in Information Technology Computer Science or related field OR 1+ years of technical support help desk or customer-facing technical experience
  • Strong customer service orientation and passion for helping customers succeed
  • Basic understanding of Windows and Linux operating systems
  • Foundational networking knowledge including TCP/IP DNS firewalls and connectivity troubleshooting
  • General software lifecycle knowledge including installation configuration upgrades migrations and removal
  • Experience with communication protocols such as HTTP HTTPS SMTP FTP SFTP and SSH
  • Strong written and verbal communication skills
  • Ability to prioritize multiple issues and work effectively in a fast-paced environment
  • Experience supporting SaaS applications is preferred
  • Exposure to EDI managed file transfer integration platforms or supply chain technologies is preferred
  • Familiarity with cloud platforms such as Microsoft Azure AWS or Google Cloud is preferred
  • Basic SQL scripting or automation experience is preferred

Nice to have

  • Customer-centric
  • Technically curious
  • Detail-oriented
  • Adaptable
  • Collaborative
  • Continuous learner

Day to day

  • Serve as the first point of contact for customers across phone email chat and remote support channels
  • Troubleshoot diagnose and resolve software issues involving installation configuration licensing upgrades integrations and daily product use
  • Analyze root causes document solutions accurately and escalate complex cases while maintaining clear customer communication
  • Use AI-powered tools and automation to speed up troubleshooting knowledge discovery and case handling while verifying technical accuracy