Remote Technical Support Engineer: Expert Troubleshooter

Placements24; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible remote work

Paid time off

Training opportunities

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer to join a global, fully remote team. You will resolve complex software and hardware issues, document findings, and share knowledge to help customers achieve optimal performance.

You will work with Windows, macOS, Linux, and networking concepts, using Zendesk/Jira for ticketing, and adapt to evolving product updates while delivering exceptional customer service from a home office.

Qualifications

• Minimum 3 years in technical support or similar role.
• Strong diagnostic and problem-solving skills.
• Proficiency with Windows/macOS/Linux and networking basics.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide advanced technical support to customers via phone, email, and remote support tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Document technical issues, solutions, and processes in a knowledge base.
• Escalate unresolved issues to senior engineers or development teams when necessary.
• Collaborate with cross-functional teams to resolve customer issues.
• Develop and maintain technical documentation, FAQs, and user guides.
• Contribute to product improvement by identifying recurring issues and feedback.
• Manage and prioritize incoming support requests according to urgency and impact.
• Stay up-to-date with product updates and new technologies.
• Participate in on-call rotation as needed.

Skills

Tech support

Diagnostics

Remote work

Communication

Python/Bash

Customer focus

Tools

Zendesk

Jira

Job description

Placements24 is seeking a highly skilled Remote Technical Support Engineer to join a global, fully remote team. You will resolve complex software and hardware issues, document findings, and share knowledge to help customers achieve optimal performance.

You will work with Windows, macOS, Linux, and networking concepts, using Zendesk/Jira for ticketing, and adapt to evolving product updates while delivering exceptional customer service from a home office.