Technical Support Engineer
This role is for one of the Weekday's clients
Min Experience: 1 years
JobType: full-time
About the Role
We are looking for a proactive and customer-focused Technical Support Engineer to join our growing team. This role is ideal for someone who has a strong technical foundation, enjoys problem-solving, and is passionate about delivering outstanding customer experiences. As a Technical Support Engineer, you will serve as the first point of contact for our customers, providing prompt and effective technical support via online channels.
Key Responsibilities
- Serve as the primary point of contact for customers seeking technical assistance via chat, email, or support tickets.
- Troubleshoot technical issues related to our products and services, ensuring timely resolution or appropriate escalation.
- Collaborate with internal teams (engineering, QA, product) to resolve complex technical problems and improve support workflows.
- Document issues, solutions, and processes clearly in the knowledge base to improve internal efficiency and customer self-service.
- Track, monitor, and follow up on customer inquiries to ensure a satisfactory resolution is delivered.
- Maintain a high level of professionalism and empathy while engaging with users in a fast-paced environment.
- Analyze recurring issues and share insights with the product and development teams for continuous improvement.
- Assist in onboarding new customers by providing technical guidance and support during the setup process.
- Stay updated with new product features and enhancements to ensure accurate information is provided to users.
Key Skills and Qualifications
- Minimum of 1 year of experience in a technical support, customer support, or helpdesk role.
- Strong problem-solving skills with the ability to understand and resolve technical issues quickly and efficiently.
- Excellent verbal and written communication skills to interact with customers effectively.
- Experience working with support tools and platforms such as Zendesk, Freshdesk, Intercom, or similar.
- Ability to work independently and manage multiple priorities in a dynamic, fast-paced environment.
- A collaborative mindset with a willingness to learn and contribute to the team’s growth.
- Basic understanding of web technologies, SaaS applications, and troubleshooting methodologies is a plus.
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
Nice to Have
- Experience providing support in a B2B SaaS environment.
- Familiarity with CRM systems and ticketing tools.
- Prior experience working in shifts or handling international customers.
Average salary estimate
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Are you ready to dive into the exciting world of technology and help customers along the way? We’re looking for a dynamic Technical Support Engineer to join our team. In this role, you'll become the backbone of our customer experience, guiding users through technical challenges and ensuring they get the most out of our products. The ideal candidate will possess a solid technical foundation, honed through at least a year of experience in a technical support or helpdesk role. As the friendly first point of contact for our customers, you'll be assisting them through various online channels—like chat and email—troubleshooting issues and either resolving them or escalating them when necessary. You'll collaborate with our talented teams in engineering and QA to tackle complex technical problems head-on. Additionally, documenting solutions in our knowledge base will not only improve internal processes but also empower customers with self-service capabilities. Keeping a close eye on incoming requests, you’ll manage follow-ups to ensure every customer leaves with a smile. And if you love learning about new technologies, you’ll thrive in this environment. A proactive attitude, excellent communication skills, and a dash of empathy will go a long way in this role. So, if you're ready to bring your expertise to an innovative team and make a real difference in our clients’ experiences, we can't wait to meet you!
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