Technical Support Engineer Job Description

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Technical Support Engineer Job Description

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Information Technology

Job summary 1

As a Technical Support Engineer, you will provide expert knowledge and top-notch support to facilitate the resolution of technical issues for our customers. This role is perfect for someone with mobile development experience who loves problem-solving and possesses impressive customer-facing skills.

Duties & Responsibilities 1

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Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, issue resolution, and communication.
Provide ongoing maintenance and ownership of custom applications/solutions.
Work closely with cross-functional teams, including Product, Engineering, and Customer Success, to solve complex tickets and provide technical resolutions to our customers.
Attend customer meetings as needed to troubleshoot SDK/API problems.
Assist in the escalation process for critical priority tickets.
Communicate timelines with customers while adhering to our Service Level Agreements for issue response/resolution.
- Author knowledge base articles for common issues & FAQs for technical questions.
- Own and improve engineering support processes and documentation.
- Identify trending issues early and proactively escalate internally.

Requirements & Skills 1

Prior experience providing L2/L3 technical support.
Understanding of mobile app development and SDKs, and some experience with iOS (Swift or XCode) OR Android (Java or Kotlin).
Knowledge of mobile app configurations and issue debugging.
Excellent customer service skills, problem-solving, and a strong sense of urgency.
Strong written and verbal communication.
Basic knowledge of at least one scripting language (E.g. Python, Shell scripting, etc.).
- Knowledge of APIs.
- Interest in working in a fast-growing environment with changing responsibilities.
- Bachelor’s technical degree or equivalent hands-on experience

Job summary 2

We are looking for a Technical Support Engineer to help our customers get the most out of our products and services. As a Technical Support Engineer, you will help resolve technical issues for our customers using one or more of our products, often in conjunction with other software products including Salesforce, Oracle cloud applications, HubSpot, Zapier, Google apps, and more. This is a customer-facing role and you should demonstrate both interpersonal and communication skills in addition to technical problem-solving skills. It would help if you also were adept at communicating and working with an audience with varying technical abilities.

Duties & Responsibilities 2

Assist customers in using, configuring, and integrating our products via phone, chat, email, and screen share
Work with and support domain-specific languages and applications
Troubleshoot bugs and work with Product and Engineering teams to effectively prioritize and manage resolution
Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities
Partner with Sales to resolve customer concerns
Document processes and procedures; craft help center resources and standard operating procedures where needed
- Increase customer happiness and retention by meeting and exceeding customer support service levels
- Assist our customers in navigating and implementing our products
- Embody our core values and uphold our unique company culture. We value diversity and inclusion and encourage everyone to be their authentic selves at work

Requirements & Skills 2

You have 2+ years of experience working in Technical Support.
You possess strong analytical and critical problem-solving skills.
You can quickly identify root causes through effective questioning strategies.
You are a team player who enjoys collaborating to determine solutions.
You enjoy giving and receiving feedback.
You can adapt to change and grow with the business.
- Knowledge of JavaScript and/or JSON is a real plus, but not required
- Salesforce administrator experience is ideal but not required. You know your way around Salesforce and have dabbled with administrative features.
- You have good judgment and can maintain the confidentiality of sensitive customer data.

Job summary 3

As a Technical Support Engineer, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

Duties & Responsibilities 3

Be responsible for installation and maintenance of routine hardware/software systems and supporting smaller user groups
- Support simple hardware/software applications
- Assist with maintenance of local area network server systems
- Follow instructions to implement ways to optimize PC hardware resources to achieve business objectives

Requirements & Skills 3

2+ years of related experience
First-rate customer focus, phone etiquette, and work ethic
Ability to work under pressure with calmness and composure
Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
- Ability to take on shift work, holidays, weekends, and on-call responsibilities
- Have at least one year on the client account
- Bachelor’s degree

Job summary 4

We are looking for a Technical Support Engineer who will help expand support for our technical product suite. We ramp up channels of support for our developer users and expand our API offerings. We want someone who, like us, cares about understanding and supporting our technical users and partners. We're looking for someone who will enjoy working with our technical product suite and contributing to the team through a mix of coding, customer communication, support, consultations, and content creation (blog posts, videos, technical documentation).

Duties & Responsibilities 4

Advise valued customers and business partners on best practices for developing websites and integrations with Squarespace products
Help troubleshoot advanced issues on the Squarespace consumer and Developer Platform
Resolve technical issues by filing, managing, and evaluating bugs and improvements with Product and Engineering teams
Support business-to-business (B2B) and business-to-consumer (B2C) inquiries through technical consultations, email, and persistent chats
- Advocate on behalf of the developer community by collecting and distilling user feedback to validate and influence product and engineering decisions
- Help maintain developer-facing technical documentation and our Developer Portal
- Support our APIs, webhooks, OAuth product

Requirements & Skills 4

Job summary 5

The Technical Support Engineer drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and on-site to Field Engineers (FEs), Client Service Technicians (CSTs) and Customers experiencing system performance issues.

Duties & Responsibilities 5

Provide remote and on-site technical support.
Within project engagement, act as a change agent/ field " advisor"""" in areas such as product serviceability and reliability, quality trend analysis, productivity program development, and implementation, national modality program execution, and new product introduction support.
Work with field support specialists to drive product quality and serviceability and resolve formal customer escalations.

Requirements & Skills 5

High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment
Equivalent military education to associate or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
Ability to meet customer site access requirements, including COVID-19 vaccination

Job summary 6

The Technical Support Engineer will provide administrative, minor account management, technical, and network problem resolution to end-users (B2B) by diagnosing issues and engineering solutions for specific and general use cases. Solutions include but are not limited to adjusting network configurations, uninstalling/reinstalling basic software applications, verifying and applying proper software configurations, working with field technicians to troubleshoot and correct physical installation issues, assisting with navigating around application menus, and troubleshooting email and reporting issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Duties & Responsibilities 6

Requirements & Skills 6

Minimum of 2 years in a technical support environment or technical field
High School Diploma or GED Required; College education desirable

Job summary 7

As the first Technical Support Engineer, you will make a direct impact on our providers and customers every day. You will be part of our Engineering team and working alongside our Customer Experience team to provide an exceptional user experience. You will be investigating and resolving technical customer issues, and building processes and products to prevent them from happening again.

Duties & Responsibilities 7

Support our Customer Experience team to help resolve issues and requests that require technical support
- Investigate and fix bugs affecting our users’ experience
- Work on tooling and processes to help the Customer Experience team deliver the best possible support to our users
- Be the technical voice of the customer to help get high-impact solutions shipped

Requirements & Skills 7

You have experience working with and/or writing production-level code
You are comfortable reading and writing code (bonus points for Python and React)
You are proficient in SQL
You can effectively communicate complex technical scenarios to people with less technical knowledge
You love tracking down bugs - and you are determined to squash them!
- You are extremely detail-oriented
- You love diving into new technologies, products, and systems to become an expert
- You are comfortable with ambiguity and enjoy operating with a high degree of autonomy

Job summary 8

We are currently hiring a Technical Support Engineer to join our customer support organization. As a member of the Support team, this role requires the ability to deliver information and provide technical assistance via direct communication with the customer, or through the support ticketing system.

Duties & Responsibilities 8

Assist and support customers in any technical aspects related to our products.
Perform the duties of a technical lead on new project implementation to ensure a smooth implementation experience for all involved.
- Provide timely technical support to our customers for pre and post-implementation.
- Maintain a high level of customer satisfaction by providing answers to technically applicable questions in a timely and proficient manner
- Provide training to customers to ensure familiarity with our products

Requirements & Skills 8

1+ years in a technical, implementation, or customer support role
Experience or knowledge in the telecom space
Networking knowledge such a TCP/IP connectivity and technologies & experience in IP Telephony is a plus
- Basic understanding of Server Administration preferably using Linux or RedHat
- Familiarity with databases such as PostgreSQL and VMWare virtualization
- Fundamental Skill in network administration

Job summary 9

The Technical Support Engineer provides a point of contact for end-users to receive support and maintenance within the organization’s infrastructure environment. The person will troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Duties & Responsibilities 9

Requirements & Skills 9

Good knowledge of different operating systems such as Linux (CentOS/Ubuntu cli) and Windows Server
Having obtained, or willing to obtain, an industry-standard Linux-oriented certification (such as Red Hat or LPIC)
ITIL basic knowledge
Extensive knowledge of current IT hardware (servers, switches, firewalls, load balancers)
Basic knowledge of network technology, especially server technology
Knowledge of services like Apache, Postfix, and MySQL is preferred
- The structured approach combined with a careful, accurate, and result-oriented methodology, especially in problem analysis
- Excellent customer and service orientation combined with good communication, team skills, and social competence
- Available to work in shifts (the department operates in a 24/7 shift structure)

Job summary 10

As a Technical Support Engineer, your main task is to solve hardware and software problems independently through our ticket system or phone. Quickly, efficiently, and accurately. You are responsible for providing professional technical support as well as high customer satisfaction.

Duties & Responsibilities 10

Installation of various operating systems, for example, Linux and Windows Server
Installation of various control panels, such as cPanel and Plesk
Identification and resolution of hardware and problems
Upgrade servers, such as software, operating system, and applications
Remote coordination of replacements of various hardware components
Configuration of various hardware components, such as servers, switches, PDUs
- Technical coordination and close collaboration with our Level 1 team, our local data center teams, the network team, and the advanced services team
- Preparation of technical documentation and reports
- Proactive monitoring and quality assurance

Requirements & Skills 10

Bachelor's (or Master of Science) or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering, or related field
- Must be a US Citizen
- 5+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services
- Excellent written and verbal communication skills. Prior Experience in communicating with Enterprise, Service Provider, or SMB customers.

Frequently asked questions

What does a technical support engineer do?

A technical support engineer is a professional who provides assistance and support to customers who are experiencing technical issues with a product or service. Their primary role is to troubleshoot and resolve technical problems and provide solutions to customers.

The duties of a technical support engineer may include:

Providing technical assistance and support to customers over the phone, email, or chat

Diagnosing and resolving technical issues related to software, hardware, or network systems

Escalating complex technical issues to the appropriate department or senior staff

Documenting and tracking customer support requests and resolutions in a ticketing system

Providing training and assistance to customers on the use of software or products

Collaborating with other departments, such as development or engineering, to resolve technical issues.

What skills does a technical support engineer need?

To be a successful technical support engineer, one should possess the following skills:

Strong technical knowledge of software, hardware, and network systems

Excellent communication and customer service skills

Problem-solving and analytical skills to diagnose and resolve technical issues

Familiarity with help desk or ticketing systems

Proficiency in using diagnostic tools and software

Ability to work in a team and collaborate with other departments

Adaptability and flexibility to changing technical environments and requirements.

In summary, a technical support engineer is responsible for providing technical assistance and support to customers who are experiencing technical issues with a product or service. They need to possess strong technical knowledge, communication and customer service skills, problem-solving, and analytical skills, familiarity with help desk or ticketing systems, and proficiency in using diagnostic tools and software. They also need to be able to work in a team and collaborate with other departments and be adaptable and flexible to changing technical environments and requirements.

Olivia Powell
Recruiting expert

Last updated Sep 30

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Technical Support Engineer Job Description

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Frequently asked questions

What does a technical support engineer do?

What skills does a technical support engineer need?

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