Support Engineer

Helpware; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Remote work

Education programs

Job summary

Helpware is seeking a Support Engineer to join a partner's team. You will be part of a cross-functional development group delivering tomorrow's experiences, handling first-level technical support for commercial services, and guiding customers through resolution and training.

The role emphasizes customer advocacy, adherence to SLAs, and collaborating with global teams to diagnose issues and provide effective solutions. Excellent communication and problem-solving are essential.

Qualifications

• Two-year degree in a technical field preferred.
• 1+ year of technical support experience.
• 1+ year in a call center environment.

Responsibilities

• Provide first-level technical support for customer-facing solutions.
• Respond to customer inquiries following standardized procedures.
• Identify root causes and guide customers to resolution or training.
• Escalate complex issues to higher levels when needed.
• Maintain awareness of service levels and support SLAs.
• Collaborate with global teams to resolve escalations.

Skills

Technical support

Call center

Customer service

Education

Two-year degree

Tools

XML

Web Services

SQL

JavaScript

HTML/CSS

AS2

Job description

We are looking for a Support Engineer to join our partner's team.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Are you looking to advance a career in customer service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! Our client is looking for a Support Engineer to join their team. Reporting directly to the Technical Support Manager, the Support Engineer will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to customers' support queries. The Support Engineer will follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solution or capability based on those needs. In handling of reported incidents, thorough symptom assessment will be employed to establish the root cause. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.

Responsibilities:

• Ensuring service is provided in accordance with our client's Service Desk Operating Procedures and adheres to defined Service Level Agreements
• Actively seeking to understand the customer’s needs and/or the root cause of the current inbound request
• Acting as a customer advocate and seeking to take ownership of customer inbound requests through resolution
• Managing inbound requests from customers
• Resolving assigned customer inbound requests within established service levels and balancing workload
• Monitoring, balancing, and helping to resolve functional escalations from agents in partner locations
• Actively participating in the Customer Community of our client
• Continuously striving to become a subject matter expert in all customer facing applications and internal service desk tools and technologies
• Following established protocols to **escalate** appropriate requests to more advanced functions within the service model
• Providing after-hours support for priority incidents as needed

Requirements:

• Two-year degree in a technical curriculum preferred
• 1+ years of experience with technical support or equivalent is required
• 1+ years of experience in a call center environment or equivalent is required

Desirable:

• Excellent analytical and interpersonal skills
• Exceptional oral and written communication skills
• Solid teamwork qualities and ability to work effectively in a matrix environment
• Excellent technology problem-solving skills
• Experience in any of the following a plus:
• XML and Web Services solutions
• Database, SQL, JavaScript and HTML/CSS
• Working knowledge of AS2

What’s in it for you?

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Long-term employment with 20 working-days paid vacation and local bank holidays
• Flexibility: 100% remote work mode
• Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events