Technical Support Engineer Jobs

About The Position

Requirements

• Post-secondary education in Computer Science or Engineering, or equivalent experience.
• 0–2+ years of experience in a technical, customer-facing support role.
• Strong written and verbal communication skills.
• A customer-first mindset.
• Ability to follow structured troubleshooting processes and escalate effectively.
• Familiarity with CRM and case management tools.

Nice To Haves

• Familiarity with Salesforce Service Cloud.

Responsibilities

• Monitor and respond to incoming customer requests for technical support across all supported channels.
• Gather complete and accurate technical information, including log files, environment details, and reproduction steps, to support resolution or escalation.
• Document customer interactions, troubleshooting steps, and outcomes in the case management system.
• Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.
• Identify gaps or opportunities in self-service content, such as knowledge base articles.
• Escalate cases that exceed the defined scope or the employee’s knowledge level, providing the necessary context.
• Meet individual performance targets related to case volume, service-level agreement adherence, and customer satisfaction.

Benefits

• Generous time-off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees and resource groups
• Healthcare benefits
• Retirement benefits