Support Engineer

Role Overview

• Provide customer support, technical assistance, and post-sales engineering services to international clients.
• Support solution deployments, system configuration, and troubleshooting activities in both remote and on-site settings.
• Serve as a primary technical point of contact for assigned clients.
• Investigate and resolve technical issues using ticketing systems and support tools.
• Document configurations, troubleshooting steps, and process updates in clear technical documentation.
• Deliver client-facing presentations, training sessions, and status updates as needed.
• Collaborate with engineering, product, and operations teams to escalate and resolve complex technical issues.
• Ensure customer expectations are effectively managed and aligned with project requirements.
• Maintain organized workflows and handle multiple priorities in a fast-paced environment.
• Travel internationally (up to 60%) to support customer deployments, training sessions, and on-site troubleshooting.
• Provide support outside standard business hours when required.

Requirements

• Minimum 5 years of experience in customer support, technical support, or post-sales engineering roles, preferably in technology or telecommunications.
• Proven experience supporting solution deployments and troubleshooting in customer-facing environments.
• Solid understanding of networking fundamentals (e.g., IP networking, VPN, routing).
• Familiarity with hardware and software deployments in telecommunications or related technology environments.
• Ability to read, understand, and create clear technical documentation.
• Proficiency with collaboration and communication tools (MS Teams, Zoom, Slack, email clients).
• Skilled in using ticketing systems and support platforms to track interactions and issues.
• Strong verbal and written communication skills in English; Spanish is a strong asset (native Spanish preferred).
• Confident presenting to clients and internal technical teams.
• Strong organizational skills and ability to manage several priorities simultaneously.
• Valid passport and ability to meet international visa requirements.
• Willingness to travel internationally up to 60% of the time.
• Flexibility to work outside normal business hours when required by client needs.
• Customer-first mindset with excellent interpersonal skills.

Benefits

• Work in a fast paced startup environment full of growth opportunities.
• Travel as part of the work arrangement, this role would at points be traveling to Polus clients across the globe.
• Highly flexible work schedule (no strict 9-5 stuff).
• Company sponsored learning and development opportunities.
• A small yet culturally diverse team, spanning almost every single continent.