Support Engineer

LiveU • Puerto Rico, PR

2d • Remote

About The Position

LiveU is a global provider of live IP-video solutions used in news, sports, public safety, and visual intelligence. The Support Engineer handles incoming customer requests and issues through phone, email, and chat, taking ownership through resolution or escalation. The role documents support activity, identifies escalation priorities and procedures needing improvement, collaborates across the company, and reports opportunities for self-service or automation. The position is remote and may require flexibility to work some weekends and holidays, as well as extra hours as needed.

Requirements

• Outstanding customer service skills.
• Prior experience handling customer requests or service issues.
• Technological proficiency with software and hardware.

Nice To Haves

• Technical support experience is desired but not mandatory.

Responsibilities

• Handle incoming requests and issues through phone, email, and chat.
• Take ownership of requests and support them through resolution or escalation.
• Document requests, issues, and related support activity.
• Identify priority escalation situations and manage them appropriately.
• Raise awareness of procedures that require modification or are missing.
• Collaborate across the company as needed to resolve requests and issues.
• Identify and report cases that could be addressed through self-service or automation.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed