We're seeking a motivated Support Engineer to join a growing Customer Success team. This role is ideal for someone who enjoys solving technical problems, working directly with customers, and collaborating across support and engineering teams to deliver exceptional service.

The Support Engineer will provide advanced technical support for customer-facing products and services, troubleshoot moderately complex issues, and contribute to continuous improvements through knowledge management and problem-solving initiatives.

Key Responsibilities

• Investigate, troubleshoot, and resolve customer incidents and service requests.
• Document issue details, troubleshooting steps, and resolutions in support systems.
• Provide professional, timely, and customer-focused support for technical inquiries.
• Analyze recurring issues and identify trends that may require broader resolution efforts.
• Utilize knowledge bases, troubleshooting guides, and support tools to diagnose problems efficiently.
• Create and update knowledge articles to improve future issue resolution.
• Collaborate with Tier 1, Tier 2, and Engineering teams to resolve escalated incidents.
• Participate in problem management activities and help drive continuous process improvements.
• Maintain strong technical knowledge of supported applications and services.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Management Information Systems, or a related field; equivalent experience will also be considered.
• Minimum one year of professional experience in an IT-related role.
• Strong analytical and troubleshooting abilities.
• Experience working in a customer support environment.
• Excellent written and verbal communication skills.
• Ability to work independently while collaborating effectively with team members.
• Customer-focused mindset with a passion for technology and learning.

Required Skills

• Analytical troubleshooting
• Customer support
• System analysis
• Problem-solving
• Technical documentation
• Incident management

Preferred Skills

• Basic SQL
• Data analysis
• System monitoring
• Knowledge management and documentation
• Experience supporting enterprise applications

What You'll Gain

• Hands-on experience supporting enterprise technology solutions.
• Exposure to cross-functional collaboration with support and engineering teams.
• Opportunity to develop technical expertise while directly impacting customer success.
• A collaborative environment focused on learning, innovation, and continuous improvement.

Apply Today

If you're passionate about technology, enjoy helping customers solve complex issues, and are looking to grow your technical support career, we'd love to hear from you.