Technical Support Engineer: Platform & SaaS Troubleshooter

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

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.