Technical Support Engineer I
Skills
- Strong technical problem-solving and debugging skills
- Basic coding ability in at least one language (preferably Java or C#)
- Familiarity with Windows, Linux, and macOS environments
- Experience with ticketing systems (Salesforce Service Cloud) and issue tracking (Jira)
- Good written and verbal communication for diverse technical audiences
- Ability to research independently and collaborate with engineering teams
Responsibilities
- Respond to and manage support tickets via Salesforce, adhering to SLAs and escalation procedures
- Create and configure test environments (Windows, Linux, macOS) to reproduce customer issues
- Troubleshoot and debug connectivity and integration issues across multiple products
- Escalate, document, and report product issues and feature requests using Jira
- Communicate clear, well-written solutions to customers of varying technical levels
- Participate in customer web meetings for live troubleshooting
- Contribute to and maintain knowledge base articles, FAQs, and troubleshooting guides
- Perform code analysis to diagnose low-level coding issues when required
Education
- Bachelor's degree in Computer Science, Computer Technology, or another STEM field or equivalent professional technical experience
Benefits
- 11 paid holidays
- 20 days PTO
- Employer-paid medical, dental, and vision (100% employee, 50% dependents)
- HSA with company contribution
- Employee Assistance Program
- 401(k) with 6% immediately vested company match
- Professional development opportunities
Average salary estimate
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