Senior Technical Support Engineer

Accountabilities:: Serve as an initial point of contact for customer requests through phone, email, and chat, assessing urgency and business impact to prioritize technical issues effectively. Diagnose technical problems across hardware, software, networking, and related technologies, conducting research and implementing appropriate resolutions. Maintain ownership of customer cases through follow-up, ensuring clear communication and that customer expectations are appropriately managed. Escalate complex or high-severity issues to the appropriate internal teams while remaining accountable for coordination, communication, and resolution outcomes. Accurately document customer interactions, troubleshooting steps, resolutions, and relevant case information within the case management system. Produce standard statistical and help desk reports to support operational visibility and performance tracking. Collaborate with software development teams to communicate product defects, explain error conditions, and recommend product or process improvements. Participate in software and hardware testing to evaluate usability, performance, functionality, and alignment with customer workflows. Create and maintain knowledge base content for internal support teams and customer self-service resources. Adapt to changing responsibilities, supported products, priorities, and task assignments as business needs evolve. Work assigned shifts, including variable schedules and designated holidays when required. Participate in special projects and other technical support initiatives as assigned. Requirements: 2+ years of prior experience in a technical support role, ideally within a SaaS or software environment. Experience working with CRM platforms, with Salesforce experience required . Proficiency with Microsoft Office applications. Strong technical troubleshooting, research, and problem-solving abilities. Excellent written and verbal communication skills in English. Strong customer service, conflict resolution, and relationship management skills. Exceptional attention to detail, organization, and time-management capabilities. Ability to manage a high workload, multiple projects, frequent interruptions, and changing schedules while maintaining service quality. Ability to remain adaptable and positive when priorities, responsibilities, or supported products change. Strong collaborative mindset and ability to work effectively with customers, technical teams, software development, and other internal stakeholders. Associate’s degree or equivalent professional experience required; a bachelor’s degree in a technical field is preferred. Benefits: Base compensation range of $42,100–$76,400 USD . Comprehensive medical, dental, vision, and pharmacy insurance. Life insurance and AD&D coverage. Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA). Short-term and long-term disability coverage. Comprehensive 401(k) plan. Generous parental leave. Unrestricted paid time off through a Discretionary Time Off (DTO) program. Wellness programs, including ClassPass and an Employee Assistance Program. Tuition reimbursement. Optional pet insurance, identity theft protection, student debt repayment, and prepaid legal coverage. Inclusive and collaborative work environment with opportunities to contribute to customer experience and product improvements.