Support Engineer

Job Summary: The Support Engineer is responsible for providing technical support and empowering customers to manage their environments more effectively, using a systematic approach to troubleshoot issues. Responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections where needed to provide immediate support. The role handles simple product related queries via email/chat and escalates complex issues to phone/web conferencing for nuanced instruction. Supervisory Responsibilities: • N/A Duties and Responsibilities: • Tailor clear, concise communication with customers, combining problem-solving, empathy, and technical guidance delivered with professionalism. • Diagnose and troubleshoot technical issues, including installation, setup, and network configuration. • Ask targeted questions to quickly identify the root cause of reported issues. • Respond to customer issues within SLA, involving management or engineering teams promptly when needed. • Track issues through to resolution within agreed time limits, keeping customers informed throughout. • Refer to internal knowledge bases and external resources to provide accurate solutions. • Log all issues accurately and completely in the ticketing system. • Prioritize and manage multiple open issues simultaneously. • Follow up with customers to confirm systems are fully functional after troubleshooting. • Document technical knowledge in the form of notes, FAQs, and knowledge base articles. • Support collaboration across Professional Services, Sales, and Customer Success to deliver a unified, customer-centric experience Education and Experience Requirements: • Degree (Graduation/Post-Graduation) in a relevant field, such as Computer Science, IT, or Software Engineering • 0–5 years of relevant technical/customer-facing experience Required Skills and Qualifications: • Hands-on experience with Windows/Linux/Mac OS environments • Good understanding of computer systems, networks, and general tech products • Ability to diagnose and troubleshoot technical issues • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal • Familiarity with remote desktop applications and help desk software is a plus • Additional certification in Microsoft, Linux, or similar technologies is a plus