Customer Success Engineer — Help Desk & Troubleshooting Pro

Softgic S.; Colombia; A distancia; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Softgic S. in Colombia is seeking a Customer Success Engineer / Technical Support Engineer with a strong customer-service mindset and hands-on technical experience.

The role focuses on help desk support, ticket resolution, troubleshooting, and end-user assistance as you interact with customers and escalate to Engineering when needed. You will work with Outlook, C#, SQL, and web applications, handling tickets, meetings, and written communication, and you will document solutions and contribute to

Formación

• 1+ year of experience in a Help Desk or technical support environment.
• Hands-on experience managing and resolving support tickets.
• Proficient in C# and Microsoft SQL Server.
• Strong customer communication and problem-solving skills.
• Ability to learn new software platforms quickly.
• Ability to explain technical concepts to non-technical customers.

Responsabilidades

• Provide technical support to customers through tickets, calls, meetings, and written communication.
• Troubleshoot and resolve software, application, system, user, database, and integration-related issues.
• Manage multiple support tickets and prioritize requests according to urgency, business impact, and SLAs.
• Provide end-user support, with particular emphasis on Microsoft Outlook.
• Use working knowledge of C# to investigate application issues and support technical troubleshooting.
• Perform basic troubleshooting and queries using Microsoft SQL Server (MS-SQL).
• Escalate bugs and complex technical issues to Development or Engineering teams when necessary.
• Reproduce reported issues and provide developers with clear technical information.
• Support customers during onboarding, implementation, configuration, and adoption of the platform.
• Maintain clear and professional communication with customers throughout the resolution process.
• Identify recurring customer issues and provide feedback to Engineering and Product teams.
• Maintain accurate documentation of customer interactions, incidents, solutions, and recurring problems.

Conocimientos

Customer service mindset

Hands-on technical experience

Troubleshooting

Communication skills

Explain technical concepts

Herramientas

Microsoft Outlook

C#

MS-SQL

Web applications

Descripción del empleo

Softgic S. in Colombia is seeking a Customer Success Engineer / Technical Support Engineer with a strong customer-service mindset and hands-on technical experience.

The role focuses on help desk support, ticket resolution, troubleshooting, and end-user assistance as you interact with customers and escalate to Engineering when needed. You will work with Outlook, C#, SQL, and web applications, handling tickets, meetings, and written communication, and you will document solutions and contribute to