L3 Tech Support Engineer

Yesterday

🇺🇸 United States – Remote

🔔 Pennsylvania – Remote

Although this job is listed in Pennsylvania, this company may be open to hiring remote in other states.

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Software • Technology • Platform • Human Services • Government

11 - 50 employees

Founded 2014

☁️ SaaS

🏛️ Government

🤝 Non-profit

💰 $3M Pre Seed Round on 2018-12

Description

• Deliver exceptional technical support via email, chat, and other communication channels. • Diagnose and resolve complex technical issues. • Use tools like Postman and APIs for troubleshooting. • Clearly explain technical concepts to non-technical users. • Act as an escalation point for critical incidents. • Collaborate with engineering teams to resolve bugs or issues. • Manage and track support tickets using various tools. • Document resolutions and workflows to improve team knowledge. • Conduct training sessions for support staff. • Stay up to date on product knowledge and industry trends.

Requirements

• 5+ years of experience in technical support or related fields. • 2 years of handling advanced technical escalations. • Expertise in troubleshooting APIs and tools like Postman. • Strong understanding of software troubleshooting, integrations, and systems. • Experience with ticketing systems like Zendesk, Jira, or HubSpot. • Excellent customer service and communication skills. • Strong analytical and problem-solving skills with attention to detail. • Proven ability to manage time effectively. • Service-oriented mindset with empathy for customers.

Benefits

• Employer funded health insurance for employees, spouses/ domestic partners, and children. • 401k. • Three weeks vacation time.