Deliver prompt, professional, and high-quality support to customers via phone, email, and chat, ensuring clear communication and effective resolution of inquiries.
Analyze, troubleshoot, and resolve hardware and software issues efficiently, escalating complex cases with appropriate context and urgency.
Work closely with cross-functional teams to resolve escalations, share insights, and improve support processes.
Maintain accurate and detailed records of incidents, resolutions, and customer interactions to ensure traceability and knowledge sharing.
Create, update, and optimize knowledge base content to enable self-service for customers and internal teams.
Continuously build and maintain in-depth knowledge of products, features, and industry trends, providing guidance when needed.
Ensure consistency and excellence in customer interactions by following quality standards and identifying improvement opportunities.
Gather, analyze, and share customer insights with relevant stakeholders to support product and service enhancements.
Provide real-time technical assistance using remote support tools to diagnose and resolve issues effectively.
Follow company security policies and best practices, ensuring the confidentiality and proper handling of information.

Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Have experience in a Technical Support Engineer or similar role.
Possess strong problem-solving and critical-thinking skills in fast-paced environments.
Have excellent communication and customer service skills.
Are familiar with remote support tools and ticketing/CRM systems.
Have a good understanding of operating systems, software applications, and basic networking concepts.
Are able to work both independently and collaboratively within a team.
Are highly organized, resilient, and structured in your approach to work.
Are proficient in both spoken and written English.
Have the right to work in the EU or hold a valid work permit (for Malta-based roles).
Nice to have: Relevant certifications (e.g., CompTIA A+, Microsoft certifications).
Basic knowledge of scripting or automation (e.g., PowerShell, Python).

Flexible remote working environment or hybrid model in Malta.
Opportunity to work with a highly talented and international team.
High ownership and impact on customer experience and product quality.
A fast-growing and innovative company environment.
Modern office in sunny Malta.
Private health insurance, including dental care.
Fresh and healthy breakfast & lunch prepared daily.
Company and team-building events (Summer & Christmas parties, team activities, Beer Fridays, Yoga, and more).
Relocation package, including flights and temporary accommodation.

Technical Support Engineer

Key skills