Technical Support Engineer II

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

Job summary

ConnectWise is seeking a Technical Support Specialist II to assist partners by diagnosing and resolving product issues, utilizing remote sessions and collaboration with cross-functional teams to diagnose, document findings, and restore partners to a positive product experience.

You will monitor incidents, escalate when needed, contribute to internal knowledge, and communicate new release features to partners.

Qualifications

• Bachelor’s degree in related field or equivalent business experience.
• Experience in a technical service-oriented position is preferred.
• Familiarity with backup technology and operating systems (Linux/Windows) is beneficial.

Responsibilities

• Provides technical support via email, phone, chat, cases, and remote sessions.
• Investigates and resolves reported incidents, escalating when necessary.
• Maintains a knowledge base and documents partner interactions clearly.
• Interacts with partners to diagnose and resolve product issues and improve service delivery.

Skills

Customer service

Linux

Windows

Virtualization

Cloud technology

Documentation

Communication

Education

Bachelor’s degree

Job description

ConnectWise is seeking a Technical Support Specialist II to assist partners by diagnosing and resolving product issues, utilizing remote sessions and collaboration with cross-functional teams to diagnose, document findings, and restore partners to a positive product experience.

You will monitor incidents, escalate when needed, contribute to internal knowledge, and communicate new release features to partners.