Technical Support Engineer, Tier I

Role Overview

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels.
• Follow up with customers post-troubleshooting to ensure full product functionality.
• Build and maintain an internal knowledge base with useful guides and solutions.
• Continuously refine and enhance the customer support process for better efficiency.
• Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
• Participate in customer meetings when needed to troubleshoot and resolve issues directly.

Requirements

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels.
• Follow up with customers post-troubleshooting to ensure full product functionality.
• Build and maintain an internal knowledge base with useful guides and solutions.
• Continuously refine and enhance the customer support process for better efficiency.
• Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
• Participate in customer meetings when needed to troubleshoot and resolve issues directly.
• Have a foundational understanding of Microsoft Windows operating systems.
• Show interest in troubleshooting software and resolving patching issues.
• Have basic exposure to PowerShell (e.g., reading or running simple scripts).
• Be familiar with macOS and/or Linux environments.
• Understand basic software installation processes (installers, setup steps, configurations).
• Have experience in customer service, helpdesk, or IT support roles.
• Demonstrate strong communication and problem-solving skills.
• Be motivated to learn and grow within a technical support role.
• Introductory knowledge of Active Directory or Group Policy.
• Exposure to patch management or endpoint management tools would be a plus.
• Basic familiarity with system logs or tools like Windows Event Viewer would be a plus.
• Exposure to Windows Server environments would be a plus.
• Basic understanding of IT security principles would be a plus.
• Ability to identify and troubleshoot failed patch installations would be a plus.
• Familiarity with software deployment and configuration using install switches would be a plus.
• Ability to review and interpret logs and event data would be a plus.

Tech Stack

• Linux
• MacOS

Benefits

• Engaging challenges and opportunities to solve real-world problems.
• Continuous professional growth and learning with cutting-edge technologies.
• A stable income, flexible working hours, and opportunities for advancement.
• A supportive and collaborative team of skilled professionals.
• A remote-first culture, offering flexibility and work-life balance.