Support Engineer

Best-Run Sоlutions; Indiana (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Best-Run Sоlutions is seeking a Support Engineer to provide customer support via email and phone, analyze product behavior, and keep knowledge base articles up to date. You will communicate clearly with customers and escalate issues when needed, while collaborating with team members to improve the quality of support.

The role requires 1–3 years of experience in a similar position, strong written and verbal communication skills, and English at B2+ level.

Qualifications

• 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.

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

1–3 years experience

Strong written & verbal communication

Documentation maintenance

Investigate product behavior

Prioritize tasks independently

Customer-focused mindset

English B2+ level

Job description

Main page

Support Engineer

• 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.

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.