Technical Support Engineer II

Appspace; Orlando (FL); Remote; USD 45,000 - 75,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer II to join their Customer Care team. In this role, you will be the first line of defense for customers, providing exceptional technical support for a cutting-edge platform. You will leverage your problem-solving skills and technical knowledge to troubleshoot issues, ensuring a smooth user experience. This role offers the opportunity to collaborate with various teams and stay updated on the latest technical trends. If you are passionate about customer service and technology, this position is perfect for you, allowing you to make a significant impact on users' work experiences.

Benefits

Generous PTO

Remote work opportunities

Paid company holidays

Casual dress work environment

Medical coverage

Dental coverage

Vision coverage

Disability coverage

Employer paid life insurance

401(k) plan

Qualifications

• 1-2 years of experience in a technical support role or related field.
• Strong understanding of networking concepts and troubleshooting software applications.

Responsibilities

• Provide first-line technical support to customers via various channels.
• Conduct root cause analysis and document technical interactions.
• Collaborate with internal teams to ensure seamless issue resolution.

Skills

Problem-solving skills

Customer service

Networking concepts (TCP/IP, firewalls)

Analytical skills

Technical documentation

Communication skills

Interpersonal skills

Scripting languages (Java, PowerShell)

Education

1-2 years in technical support

Tools

Salesforce

Microsoft Azure

Power BI

Tableau

SQL

MongoDB

MySQL

Job description

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Technical Support Engineer II:

We are seeking a driven and technical individual to join our Customer Care team! In this role, you will be the first line of defense for our valued customers, providing exceptional technical support for the Appspace platform. You'll leverage your problem-solving skills and strong customer service background to troubleshoot a wide range of technical issues, ensuring a smooth and positive user experience.

A Day in the Life of a Technical Support Engineer II:

• Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.
• Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions.
• Conduct thorough root cause analysis to identify and address underlying technical problems.
• Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
• Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement.
• Maintain a deep understanding of the Appspace platform, its features, and functionalities.
• Stay up-to-date on the latest technical trends and advancements relevant to Appspace.

What You’ll Need:

• Minimum 1-2 years of experience in a technical support role or related field.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
• Experience troubleshooting software applications, preferably in a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• A passion for customer service and a commitment to exceeding expectations.
• Proficiency in technical documentation and knowledge base creation.
• Ability to work independently, prioritize tasks effectively, and meet deadlines.
• Strong analytical and problem-solving skills.
• Experience with ticketing systems (e.g., Salesforce) is a plus.
• Experience with Appspace or similar digital workplace platforms.
• Experience with scripting languages (e.g., Java, PowerShell).
• Knowledge of SQL, MongoDb, MySQL databases.
• Experience with cloud platforms (e.g., Microsoft Azure, Salesforce, Power BI, Tableau).

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Remote work opportunities
• Paid company holidays
• A casual dress work environment