Support Engineer

Best-Run Sоlutions; Indiana (PA); On-site; USD 55,000 - 80,000; Full time

Job summary

Best-Run Sоlutions is hiring a Support Engineer to assist customers by email and phone, diagnose complex product issues, and maintain documentation. You will contribute to resolving unusual scenarios and ensure clear, professional communication with clients.

The role emphasizes independent prioritization, collaboration with teammates, and a pragmatic, customer-focused approach to problem-solving, with English at B2+ level.

Qualifications

• 1–3 years of experience in a similar position.

Responsibilities

• Provide customer support via email and phone, helping to resolve complex issues related to the product.
• Analyze how the product behaves, its settings, and unusual scenarios to find workable solutions.
• Keep internal documentation and knowledge base articles up to date; add new materials based on resolved cases and recurring issues.
• Communicate clearly and professionally with customers in both written and spoken form.
• Escalate issues when necessary, providing detailed and clear context.
• Work with team members and internal stakeholders to enhance the quality of support.

Skills

Experience 1-3 years

Communication skills

Documentation

Product behavior investigation

Task prioritization

Customer-focused

English B2+

Job description

Main page

Support Engineer

Responsibilities

• Provide customer support via email and phone, helping to resolve complex issues related to the product.
• Analyze how the product behaves, its settings, and unusual scenarios to find workable solutions.
• Keep internal documentation and knowledge base articles up to date; add new materials based on resolved cases and recurring issues.
• Communicate clearly and professionally with customers in both written and spoken form.
• Escalate issues when necessary, providing detailed and clear context.
• Work with team members and internal stakeholders to enhance the quality of support.

Required Skills

• 1-3 years of experience in a similar position.
• Strong written and verbal communication skills, with confidence in handling both email tickets and phone support.
• Experience maintaining internal documentation and knowledge bases.
• Ability to investigate product behavior, configurations, and non-standard cases.
• Capability to prioritize tasks independently and work in a results-oriented manner.
• Customer-focused mindset with a pragmatic approach to solving problems.
• English at B2+ level.