Senior Technical Customer Support Engineer – Remote

General Staffing; United States; Remote; USD 25,000 - 30,000; Full time

Job summary

General Staffing in the United States seeks a Senior Technical Customer Support Engineer to deliver high-quality remote technical assistance to enterprise customers and their IT teams worldwide. This senior, customer-facing role requires strong troubleshooting, ownership of cases from start to finish, and calm, professional communication with frustrated customers.

You will collaborate with Product, Engineering, and R&D when needed and learn new technologies quickly while supporting Windows,

Qualifications

• Senior-level technical customer support experience.
• Experience supporting enterprise customers.
• Strong Windows and Android knowledge.
• Ability to manage escalations independently.
• Experience using Zendesk or Salesforce.
• Excellent English communication.

Responsibilities

• Provide remote technical support to enterprise customers and their IT teams.
• Take complete ownership of customer cases from initial contact through resolution.
• Independently manage escalated or sensitive customer situations.
• Remotely access customer systems to diagnose hardware, software, network, audio/video issues.
• Log, prioritize, and document customer issues in a ticketing system.
• Provide frequent updates on progress and next steps.

Skills

Senior support

Escalation management

Remote troubleshooting

Windows

Android

Zendesk

Salesforce

English proficiency

Customer communication

Cross-functional collaboration

Tools

Zendesk

Salesforce

Job description

Senior Technical Customer Support Engineer – Remote

Location: Remote – Latin America

Working Hours: Monday through Friday during U.S. business hours; Central or Pacific Time preferred

Salary: $2,500 USD per month

Language: Advanced English proficiency required

About the Company

This California-based company is a leading provider of innovative video-collaboration solutions designed to improve productivity and connection in virtual and hybrid workplaces.

Its video-conferencing hardware and software integrate with widely used platforms such as Microsoft Teams and Zoom, enabling organizations worldwide to create reliable, intuitive, and immersive meeting experiences.

Position Overview

We are seeking a Senior Technical Customer Support Engineer to provide high-quality remote technical support to enterprise customers and their IT teams worldwide.

This is a senior, customer-facing support position requiring strong technical troubleshooting skills, sound judgment, emotional intelligence, and the ability to manage escalated customer situations independently. The successful candidate will take full ownership of customer issues, maintain clear communication throughout the resolution process, and coordinate effectively with Product, Engineering, and R&D when additional technical expertise is required.

This is not an R&D-level engineering role. However, the candidate must be technically comfortable, capable of diagnosing hardware, software, and connectivity issues remotely, and able to learn new technologies quickly.

Key Responsibilities

• Provide remote technical support to enterprise customers and their IT teams across the United States and international markets.
• Take complete ownership of customer cases from initial contact through resolution and closure.
• Independently manage escalated or sensitive customer situations with minimal supervision.
• Remotely access customer systems and devices to diagnose and resolve hardware, software, network, audio, and video issues.
• Resolve a meaningful portion of technical cases independently before escalating them to R&D or Engineering.
• Perform basic and intermediate troubleshooting across Microsoft Teams Rooms, Zoom Rooms, Windows, Android, networked devices, and audio/video conferencing equipment.
• Manage multiple support cases simultaneously in a fast-paced environment.
• Log, prioritize, track, and document customer issues accurately in Zendesk or a similar ticket-management platform.
• Provide customers with frequent, transparent updates regarding progress, next steps, and expected resolution times.
• Manage customer expectations and reduce frustration when an immediate technical solution is unavailable.
• Escalate unresolved problems to the appropriate Product, Engineering, or R&D teams while maintaining ownership of the customer relationship.
• Collaborate cross-functionally to identify product defects, recurring technical problems, and opportunities to improve reliability.
• Proactively identify potential customer issues and take preventive action whenever possible.
• Create and update troubleshooting guides, FAQs, and internal knowledge-base materials.
• Share best practices and practical recommendations with customers and internal support teams.
• Maintain current knowledge of the company’s existing and planned products, services, and technologies.

Required Qualifications

• Demonstrated experience in senior-level technical customer support, technical escalation management, or a similar customer-facing technical role.
• Experience supporting enterprise customers, preferably working directly with corporate IT teams.
• Strong remote troubleshooting experience involving hardware, software, networked devices, or audio/video conferencing systems.
• Ability to independently manage complex customer cases and determine when an issue requires escalation.
• Strong understanding of Windows and Android environments.
• Working knowledge of networking fundamentals and remote diagnostic tools.
• Experience using Zendesk, Salesforce, or a similar CRM or ticket-management system.
• Advanced English proficiency, with excellent verbal and written communication skills.
• Strong emotional intelligence and the ability to communicate calmly and professionally with frustrated customers.
• Ability to learn unfamiliar products and technologies quickly.
• Availability to work Monday through Friday during U.S. business hours.

Preferred Qualifications

• Experience supporting Microsoft Teams Rooms or other Microsoft collaboration products.
• Experience with Zoom Rooms or comparable video-conferencing platforms.
• Background supporting audio/video equipment, collaboration devices, or connected hardware.
• Experience working with global enterprise customers and geographically distributed engineering teams.
• Previous collaboration with Product, Engineering, or R&D teams to resolve complex product issues.

Core Competencies

• Accountability and ownership: Takes personal responsibility for customer issues and follows through until resolution.
• Customer relationship management: Builds trust and manages customer expectations during difficult or prolonged cases.
• Emotional intelligence: Demonstrates empathy, patience, and professionalism under pressure.
• Technical problem-solving: Diagnoses issues methodically and identifies practical solutions.
• Independent judgment: Handles escalations confidently without requiring constant supervision.
• Communication: Translates technical information into clear, customer-friendly language.
• Learning agility: Quickly develops expertise in new products, platforms, and troubleshooting procedures.
• Cross-functional collaboration: Works effectively with Support, Product, Engineering, and R&D teams.

Success in This Role

The successful candidate will reduce the number of cases that require direct R&D intervention, improve resolution times, maintain strong customer satisfaction, and ensure that enterprise customers feel supported and informed—even when a solution requires additional investigation.