Technical Support Engineer: Backend Troubleshooting

Poel Group Staffing Inc.; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Poel Group in Brooklyn, NY is seeking an experienced Technical Customer Support Specialist to provide backend technical support to customers and help resolve day-to-day system issues. This full-time, in-office role requires hands-on IT troubleshooting and collaboration with product, development, and operations teams.

You will handle inquiries, guide customers through solutions, document issues, identify recurring problems, and contribute to improving support processes to enhance the overall

Qualifications

• 3+ years of experience in technical customer support or a similar technology-focused role.
• Strong IT systems understanding and troubleshooting.
• Excellent communication and customer service skills.
• Ability to work collaboratively with multiple departments.
• Strong organizational skills and attention to detail.
• Able to manage multiple requests and prioritize effectively.
• Patient, resourceful, and solution-oriented.

Responsibilities

• Handle customer support inquiries and resolve technical issues.
• Troubleshoot system-related problems and guide customers through solutions.
• Coordinate with internal technical, development, operations, and other departments to resolve issues.
• Follow up on open support requests and ensure timely resolution.
• Identify recurring issues and communicate feedback to the appropriate teams.
• Maintain clear documentation of customer inquiries, issues, and resolutions.
• Help improve internal support processes and the overall customer experience.

Skills

Technical troubleshooting

Customer service

Communication skills

Collaboration

Organizational skills

Prioritization

Job description

Poel Group in Brooklyn, NY is seeking an experienced Technical Customer Support Specialist to provide backend technical support to customers and help resolve day-to-day system issues. This full-time, in-office role requires hands-on IT troubleshooting and collaboration with product, development, and operations teams.

You will handle inquiries, guide customers through solutions, document issues, identify recurring problems, and contribute to improving support processes to enhance the overall