Customer Support Engineer I

Tekion • Butler, OH

1d • $54,500 - $68,000

About The Position

The Customer Support Engineer I provides technical support to customers by diagnosing and resolving software and hardware issues, ensuring customer satisfaction, and contributing to support documentation and processes. The role responds to customer questions, troubleshoots problems, records interactions and resolutions, and works with engineering and product teams to address complex technical issues. It also helps maintain customer-facing and internal support resources and participates in training to stay current on product features and support practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–2 years of experience in technical support or a related field.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using support tools and software.
• Ability to work collaboratively in a team environment.

Responsibilities

• Respond to customer inquiries by phone, email, or chat, providing timely and accurate technical support.
• Diagnose and troubleshoot software and hardware issues, guiding customers through step-by-step solutions.
• Document customer interactions, issues, and resolutions in the support ticketing system.
• Collaborate with engineering and product teams to escalate and resolve complex technical problems.
• Develop and maintain support documentation, FAQs, and knowledge base articles for customers and internal teams.
• Participate in training sessions to stay updated on product features and support best practices.

Benefits

• Competitive compensation and generous stock options.
• 100% employer-paid medical, dental, and vision coverage.
• Unlimited PTO.
• Parental leave.
• Free snacks and beverages.
• Opportunity to work with experienced colleagues from successful Silicon Valley companies.
• Opportunity to grow and prosper at an early-stage, hyper-growth startup.
• Work with the latest technologies, built in-house from the ground up.
• Dynamic work environment with a strong sense of community and collaboration.
• Open and transparent culture that encourages innovation, rewards performance, and discourages hierarchy.
• Career growth and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level