Remote Technical Support Engineer - Security SaaS

Acre, Llc; United States; À distance; USD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Locally compliant benefits

Résumé du poste

Acre Security is seeking a Technical Support Engineer to join our global Support team, focused on the Western US region. You will deliver technical assistance across Acre’s software and partner integrations, ensuring timely, accurate, and professional responses to customers.

You’ll develop deep product knowledge, participate in after-hours on-call rotations, document issues clearly, and help drive quality assurance through testing and reporting.

Qualifications

• Strong customer service and communication skills.
• Excellent analytical and troubleshooting abilities.
• Fluency in English (written and verbal).
• Strong organizational skills and attention to detail.
• Ability to learn quickly and perform effectively in a fast-paced environment.
• Strong time-management skills with the ability to multitask.
• Familiarity with Microsoft operating systems and networking fundamentals.

Responsabilités

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies.
• Provide technical support to customers via phone, ticketing systems, and other support channels.
• Troubleshoot software, networking, and system-level issues with a strong focus on customer experience.
• Continuously test Acre software and integrations to support quality assurance and product reliability.
• Respond to incoming customer calls and technical inquiries requiring assistance.
• Participate in an after-hours on-call rotation to support customers 24/7/365.
• Maintain accurate documentation and records within support and ticketing systems.
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes.
• Create and maintain weekly or monthly reports as directed by leadership.

Connaissances

Customer service

Analytical thinking

English fluency

Organizational skills

Time management

Multitasking

Networking fundamentals

Formation

Degree in IT/Systems/Engineering or equivalent

Outils

Windows OS

Ticketing systems

SaaS platforms

Description du poste

Acre Security is seeking a Technical Support Engineer to join our global Support team, focused on the Western US region. You will deliver technical assistance across Acre’s software and partner integrations, ensuring timely, accurate, and professional responses to customers.

You’ll develop deep product knowledge, participate in after-hours on-call rotations, document issues clearly, and help drive quality assurance through testing and reporting.