Support Engineer I

Jobtailor; Deutschland; Remote; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a proactive Customer Support Specialist to assist customers via phone, email, chat, and remote sessions. You will troubleshoot installation, configuration, licensing, and integrations while maintaining strong communication and documentation skills.

You will work with Cleo's Solution Center and AI tools to accelerate issue resolution, analyze root causes, and ensure SLAs are met in a fast-paced environment.

Qualifikationen

• Bachelor's degree in IT/CS or 1+ year relevant experience.
• Strong customer service orientation and passion for helping customers succeed.
• Basic understanding of Windows and Linux operating systems.
• Foundational networking knowledge including TCP/IP, DNS, firewalls, connectivity troubleshooting.
• General software lifecycle knowledge: installation, configuration, upgrades, migrations, removal.
• Experience with HTTP, HTTPS, SMTP, FTP, SFTP, SSH protocols.
• Strong written and verbal communication skills.
• Ability to prioritize multiple issues in a fast-paced environment.

Aufgaben

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
• Deliver exceptional customer service by responding professionally and empathetically to inquiries and issues.
• Troubleshoot and resolve software installation, configuration, licensing, upgrades, integrations, and product usage.
• Analyze issues, identify root causes, and provide timely solutions.
• Monitor support queues and manage cases per SLAs.
• Document troubleshooting steps, resolutions, and communications in support systems.
• Escalate complex issues to senior engineers while owning customer communications.
• Utilize Cleo's Solution Center, Knowledge Base, and internal docs.
• Identify recurring issues and suggest improvements to docs, processes, and product features.
• Share knowledge and best practices to improve support effectiveness.
• Leverage AI tools to accelerate troubleshooting and knowledge discovery.

Kenntnisse

Customer service

Technical support

Windows

Linux

Networking

Protocols

Written & verbal comms

Fast-paced environment

Ausbildung

Bachelor's degree in IT/CS

1+ years of experience in support

Tools

Cleo's Solution Center

Knowledge Base

Support Systems

AI-Powered Tools

Remote Support Tools

Jobbeschreibung

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
• Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.
• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.
• Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.
• Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).
• Document troubleshooting steps, resolutions, and customer communications accurately within support systems.
• Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.
• Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
• Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.
• Share knowledge and best practices with team members to continuously improve support effectiveness.
• Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.
• Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.
• Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.
• Strong customer service orientation with a passion for helping customers succeed.
• Basic understanding of Windows and Linux operating systems.
• Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.
• General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.
• Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
• Strong written and verbal communication skills.
• Ability to prioritize multiple issues and work effectively in a fast-paced environment.

Core Competencies

Demonstrates expertise in customer support, technical troubleshooting, and effective communication while leveraging AI tools for enhanced efficiency. Proficient in software lifecycle management and foundational networking principles to deliver exceptional service.

Highest-signal resume keywords

• Customer Service Orientation
• Technical Support Experience
• Windows and Linux Knowledge
• Networking Fundamentals
• Communication Protocols Experience

Hard Skills

• Technical Support
• Troubleshooting
• Software Installation
• Configuration Management
• Networking Knowledge
• Communication Protocols
• AI Tools Utilization
• Workflow Automation
• Case Management
• Service Level Agreements

Soft Skills

• Empathy
• Critical Thinking
• Written Communication
• Verbal Communication
• Time Management

Industry Keywords

• Customer Support
• Help Desk
• Technical Issues
• Software Lifecycle
• TCP/IP
• DNS
• Firewalls
• HTTP
• HTTPS
• SFTP

Tools & Technologies

• Cleo's Solution Center
• Knowledge Base
• Support Systems
• AI-Powered Tools
• Remote Support Tools