Remote Field Technical Support Engineer
Mercor
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Benefits offered by this job
Job summary
Mercor is seeking a Technical Support Representative to deliver high-quality SaaS support to contractors and clients. This remote, full-time role emphasizes customer service, technical troubleshooting, and platform demonstrations to help users navigate workflows and resolve issues efficiently.
You will engage with customers via phone and digital channels, guide them through features, and contribute to continuous improvements by documenting case details and sharing feedback with product teams.
Qualifications
- 2+ years in customer service or technical support
- Fluent in English, both spoken and written
- Experience supporting software/SaaS platforms
- Experience delivering platform demos or customer onboarding
- Strong analytical and problem-solving skills
- Familiarity with CRM tools and ticketing systems
Responsibilities
- Handle inbound calls and provide professional, timely support
- Troubleshoot platform functionality and account setup issues
- Guide customers through platform features and workflows
- Conduct platform demonstrations and walkthroughs
- Investigate issues, identify root causes, and determine solutions
- Document interactions and resolutions in the CRM
- Follow up to ensure customer systems are functioning correctly
Skills
Tools
Job description
The Role:
We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors. Will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which includes the build-out of new workflows, as well as updates and support/repairs of existing critical, time sensitive internal and B-2-B data transfers.
Responsibilities:
Using client applications and tools, and adapt to client processes.
Understanding large scale architecture and communicate with different responsible parties.
Researching and identifying solutions to software/hardware issues.
Diagnosing and troubleshooting technical issues including.
Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint.
Filling xml templates to send cache requests.
Tracking computer system issues through to resolution, within agreed time limits.
Properly escalating unresolved issues to appropriate internal teams (e.g. software teams).
Referring to internal database or external resources to provide accurate tech solutions.
Ensuring all issues are properly logged.
Prioritizing and managing several open issues at one time.
Following up with clients to ensure their IT systems fully functional after troubleshooting.
Preparing accurate and timely reports.
Documenting technical knowledge in the form of notes and manuals.
Maintaining jovial relationships with clients.
Requirements:
BS degree in Information Technology, Computer Science or relevant field.
Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…).
Understanding of Environment Variables.
Scripting in Shell is required.
Scripting in Perl is desired.
Understanding of rsync and SSH keys.
Excellent verbal and written English communication skills.
IMPORTANT
Wednesday to Friday: 9:00 PM to 6:00 AM Lebanon time → 3:00 PM to 12:00 AM Argentina time.
Weekend: 3:00 PM to 12:00 AM Lebanon time → 9:00 AM to 6:00 PM Argentina time.
Monday and Tuesday OFF.
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.
This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.
We’re seeking a Technical Support Representative who is friendly, reliable, detail-oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.
This is a primarily phone-based role where you’ll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You’ll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.
We’re looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.
- Handle inbound customer calls and provide professional, timely, and solution-oriented support.
- Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
- Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
- Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
- Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
- Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
- Follow up with customers to confirm that solutions are working and ensure a positive support experience.
- Develop a strong understanding of the company’s SaaS platform, its features, and construction permitting workflows.
- Quickly learn new software tools, CRM systems, and browser-based applications.
- Help customers understand not only what steps to follow but also why certain processes are required.
- Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
- Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
- Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
- Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
- Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
- Share feedback and actionable insights with product and operations teams to support platform improvements.
- Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.
- At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.
- Full professional fluency in English, both spoken and written.
- Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
- Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
- Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
- Excellent attention to detail and the ability to handle information accurately.
- A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
- Proficiency in Microsoft Excel and confidence working with spreadsheets.
- Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
- A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.
- Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
- Experience in SaaS technical support, software troubleshooting, or application support.
- Experience delivering live platform demonstrations, onboarding sessions, or customer training.
- Familiarity with ticketing systems, knowledge bases, and customer support tools.
- Experience identifying recurring technical issues or contributing to process and operational improvements.
- Ability to work with multiple browser-based applications while managing customer interactions.
- Reliable high-speed internet connection suitable for full-time remote work and video calls.
- A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).
- A working webcam for meetings, training, and platform demonstrations.
- A quiet, professional, and distraction-free home workspace.
- Competitive full-time compensation based on experience.
- Fully remote role with flexible scheduling options.
- Structured onboarding and ongoing product and technical training.
- A supportive team culture where ideas, initiative, and problem-solving are encouraged.
- Opportunities to develop technical support and SaaS platform expertise.
- Clear opportunities for professional growth within the company.
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