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Role Description

This role offers an exciting opportunity for a technically skilled support professional to help customers successfully operate and troubleshoot complex cloud and enterprise software environments. The Customer Support Engineer will work directly with external users to resolve technical issues, provide expert guidance, and ensure high levels of satisfaction across all interactions. You will investigate incidents, perform root cause analysis, and collaborate with internal engineering and product teams to deliver timely solutions. This position requires strong troubleshooting skills across cloud platforms, networking, and server infrastructure. The role also involves maintaining technical documentation and contributing to knowledge sharing within the team. Ideal candidates are passionate about customer success, possess strong analytical abilities, and thrive in collaborative technical environments.

• Provide remote technical support to customers, diagnosing and resolving product and environment-related issues.
• Investigate complex technical incidents using structured troubleshooting methodologies and perform detailed root cause analysis.
• Communicate technical concepts clearly to customers and internal teams, ensuring transparency throughout the resolution process.
• Collaborate with engineering, product, and training teams to address recurring issues and improve support processes.
• Maintain and update internal and external knowledge base documentation to support efficient problem resolution.
• Ensure all customer interactions are handled with urgency, professionalism, and a focus on customer success.
• Contribute to cross-team collaboration and knowledge sharing to improve support effectiveness and product understanding.

Qualifications

• Bachelor’s degree or college diploma in a technology-related field, or equivalent practical experience.
• At least 2 years of experience in an IT helpdesk or technical support role.
• Minimum 1 year of experience administering Windows Server environments, including security policies and server roles.
• Experience with cloud platforms such as Microsoft Azure or AWS.
• Knowledge of networking concepts including DNS, VPNs, IP routing, and subnet configuration.
• Strong analytical and troubleshooting skills with the ability to handle critical escalations.
• Excellent written and verbal communication skills with a strong customer-focused mindset.
• Experience with identity providers such as Microsoft Entra ID, Okta, PingFederate, or Active Directory is a plus.
• Familiarity with Azure, SQL Server, IIS configuration, Linux environments, and scripting or programming languages such as PowerShell, C#, or VB.NET is advantageous.
• Experience with enterprise systems, service management platforms, or knowledge base documentation tools is beneficial.

Benefits

• Competitive salary ranging from $75,000 to $90,000 depending on experience.
• Comprehensive health coverage including medical, dental, and vision insurance.
• Life insurance and short-term and long-term disability coverage.
• 401(k) retirement savings plan.
• Paid vacation and company holidays.
• Professional development and training opportunities.
• Collaborative and supportive team culture in a remote work environment.
• Additional performance-based compensation and equity opportunities may be available.