RRemoteville

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Technical Support Engineer

Skills
Computer ScienceSoftware As A ServiceAirline TicketingBusiness IntelligenceBusiness Process ImprovementCustomer SuccessEnglish
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3+ years of professional experience in a technical role supporting applications or software
  • Previous experience in a help desk or technical support environment
  • Technical degree in Computer Science Engineering or equivalent experience
  • Strong experience supporting SaaS applications
  • Mid-level proficiency in programming concepts including API structure and JSON
  • Mid-level networking fundamentals
  • Mid-level experience using reporting tools for log analysis and SQL
  • Expertise with web-based support tools and complex ticketing systems
  • Exceptional oral and written English fluency and professional communication skills
  • Ability to learn complex technical information quickly
  • Experience with structured problem-solving debugging and error reproduction in production
  • Strong attention to detail and issue ownership for high-priority cases

Nice to have

  • Self-starting
  • Customer-focused
  • Detail-oriented
  • Collaborative
  • Analytical
  • Proactive

Day to day

  • Own incoming global support tickets from initial triage through resolution across web email and phone channels
  • Troubleshoot complex technical issues by reproducing bugs gathering logs and analyzing diagnostics in a SaaS environment
  • Act as a Designated Support Engineer for high-value customers while collaborating with internal teams to drive fast customer-focused outcomes
  • Proactively monitor system alerts document resolutions in knowledge base articles and support on-call rotations for critical after-hours incidents