Serve as the enthusiastic, customer-focused voice of Eptura, delivering world-class global support.
Provide technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets.
Analyze issues, identify root causes, and deliver effective solutions or workarounds with minimal oversight.
Manage a high volume of customer interactions across multiple channels while maintaining quality and professionalism.
Become a subject matter expert in Eptura products and communicate technical solutions clearly and positively.
Uphold quality standards related to case documentation, communication, and response time.
Identify software bugs and submit detailed reports; collaborate with engineering teams on fixes and feature requests.
Partner with Tier 2 Support Representatives, following incident management protocols and validating hotfixes.
Participate actively in weekly departmental meetings to share insights, challenges, and suggestions.
Create and maintain internal and external knowledge base articles to empower customers and support teams.

1+ year of experience supporting SaaS software (required).
Hands-on experience with SQL Server (desired).
Exposure to cloud environments (desired).
Basic understanding of Single Sign-On (SSO) concepts (desired).
Basic knowledge of API troubleshooting (desired).
Strong customer service mindset with a genuine passion for helping others.
Excellent verbal and written communication skills, able to explain technical concepts to any audience.
Ability to build and maintain strong working relationships with customers, partners, and internal teams.
Strong technical aptitude with proven troubleshooting and problem-solving skills.
Proficiency using computers and related software applications.
Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
Highly organized, self-motivated, and capable of managing time effectively.
Understanding of the software development lifecycle (SDLC) and end‑user support processes.
1+ years of experience in client or technical support roles (preferred)

Support Engineer

Key skills