Technical Support Engineer

PaperCut Software • Portland, OR

6h • $70,000 - $80,000 • Hybrid

About The Position

Are you in a technical support or systems administration role and looking to kickstart your career with a global technology business? At PaperCut, support is more than just fixing issues and receiving phone calls; it is central to our engineering-driven ethos.
Our relationships with our customers have been guided by exceptional technical support and are core to PaperCut's success. This customer-first attitude, with a focus on technical excellence, has converted some of the toughest, most cynical SysAdmins into our biggest advocates.
Reporting to the Regional Support Manager, this is a full-time hybrid role, based in our Portland office, 3 days per week.

Requirements

• You have a background in Systems Administration or have worked in a Support Engineering role handling complex software tickets.
• You love resolving technical issues for customers and ensuring customer satisfaction.
• Have strong networking knowledge - comfortable troubleshooting issues involving DNS, firewalls, proxies, TLS/certificates, and general connectivity in complex customer environments.
• You ideally have a degree in IT or a related field, or certifications such as Network+ and CompTIA A+.
• You can use various network troubleshooting tools (traceroute, ping, nslookup, etc) to identify latency, routing, firewall, or DNS problems.
• You have exposure to cloud platforms and have ideally helped administer SaaS based applications like Microsoft Entra, Okta, and Google Workspace.
• You love resolving technical issues for customers and ensuring customer satisfaction.

Responsibilities

• You will tackle technical issues by thinking customer-first, problem-solving, and providing solutions.
• You will interact and communicate via phone, email, web chat, and forum support.
• You work as a part of the global support flow, working with our teams in Australia and the UK.
• You'll assist channel partners with the PaperCut products, scripting, and print domain questions.
• You will consolidate customer feedback on features and attend product planning meetings to represent customers.
• You will share knowledge with colleagues through the creation of knowledge base articles and training sessions.

What This Job Offers

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