Customer Support Engineer

About the Role

This Customer Support Engineer role is an exciting opportunity to provide advanced technical support and deliver exceptional service experiences to customers using innovative software solutions. You will act as a trusted technical partner, helping customers troubleshoot complex issues and optimize their use of the platform.

The position combines customer advocacy, problem-solving, and technical expertise in a collaborative global environment. You will work closely with engineering, consulting, and internal teams to resolve critical issues and improve product reliability.

Key Responsibilities

• Provide high-quality technical support to customers by diagnosing, troubleshooting, and resolving complex application issues through various communication channels, including calls and emails.
• Deliver a customer-focused support experience by understanding customer needs, providing guidance on software functionality, and recommending best practices.
• Perform root cause analysis, reproduce software defects, and collaborate with internal technical teams to ensure timely resolution of customer issues.
• Identify, document, and escalate software defects while providing temporary solutions when applicable.
• Manage incidents effectively to meet and exceed service-level agreements and customer satisfaction objectives.
• Support software implementations, installations, upgrades, and configuration activities for customers.
• Create and maintain technical documentation, knowledge base articles, and support resources following knowledge-centered support practices.

Skills & Qualifications

• Proven experience in technical support, application support, software troubleshooting, or a similar customer-facing engineering role.
• Strong problem-solving skills with the ability to analyze complex technical issues and identify effective solutions.
• Solid understanding of databases, including experience with MS SQL and database management concepts.
• Excellent customer relationship management skills with a strong focus on customer advocacy and service excellence.
• Professional-level written and verbal communication skills in English.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of LDAP and Active Directory is desirable.
• Experience working with virtual environments and related technologies is preferred.
• Familiarity with programming concepts and technologies such as JavaScript and HTML is a plus.
• Experience using AI-assisted development or productivity tools such as Claude Code or similar platforms is beneficial.

What You'll Learn

In this role, you will have the opportunity to develop your technical skills, learn about innovative software solutions, and gain experience in a collaborative global environment. You will also have the chance to work with cross-functional teams, including engineering and consulting, to resolve critical issues and improve product reliability.

This role offers exposure to application troubleshooting, software implementation, and knowledge management practices, which will help you grow professionally and develop your skills in customer advocacy, problem-solving, and technical expertise.

Resume Tip

When applying for this role, make sure to highlight your technical skills and experience in customer-facing engineering roles. Emphasize your problem-solving skills, ability to analyze complex technical issues, and strong communication skills. Also, be specific about your experience with databases, software troubleshooting, and virtual environments.

Use specific examples to demonstrate your skills and experience, and make sure to tailor your resume to the requirements of the role. This will help you stand out as a strong candidate and increase your chances of getting noticed by the hiring team.