Technical Support Engineer I

iBASEt Inc.; Northern (KY); Hybrid; USD 48,000 - 64,000; Full time

Job summary

iBASEt Inc. is seeking a Technical Support Engineer to help end users troubleshoot the Solumina platform. You will provide daily support, analyze issues, and guide customers back to normal operation.

This role emphasizes clear communication, documentation of interactions, and collaboration with a distributed team. Experience in SaaS/cloud troubleshooting is a plus, and Zendesk knowledge is a bonus.

Qualifications

• Strong English communication skills, both written and verbal.
• Bilingual preference may be considered for some roles.
• High school diploma required; four-year college degree preferred.

Responsibilities

• Provide daily support to users of computer systems by answering questions and troubleshooting.
• Communicate clearly with end users, colleagues and management to resolve issues and ensure customer satisfaction.
• Assist with installation and maintenance of software and equipment to meet client requirements and apply security patches.
• Document interactions with customers and required actions, using a ticketing system such as Zendesk (bonus).
• Increase technical knowledge through reading manuals and diagnostics information; participate in training opportunities.
• Develop training documentation and troubleshooting procedures for users and support staff.
• Collaborate with iBASEt staff and clients to plan system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.

Skills

English communication

Bilingual preference

Education

High school diploma

Bachelor's degree preferred

Job description

Job Summary:

The Technical Support Engineer will be supporting end users by troubleshooting our Solumina platform. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals.

Essential Functions:

• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Assist with the installation and maintenance of software and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Thoroughly document interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel (prior knowledge of Zendesk is a bonus).
• Increase technical and manufacturing industry knowledge by reading trade publications, operating manuals, and diagnostics information. Additional training opportunities are provided.
• Develop training documentation and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Collaborate with other iBASEt technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.

Requirements:

• Strong English communication skills (bilingual preferred) both in written and verbal form.
• Demonstrate ability to identify problems, form solutions, and execute step-by-step troubleshooting procedures.
• Working knowledge of PC operating systems (experience with SaaS / cloud-based software troubleshooting a bonus).

Required Education/Experience:

• 2-3 years of experience in a technical support and/or call center environment. This is not an entry-level position.
• High school diploma and willingness to learn through on-the-job training (degree from a four-year college preferred).