Technical Support Engineer I

Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our organizational goals.

Your day-to-day job will consist of:

Serves as the initial point of contact for customer inquiries via phone, email, and chat, accurately assessing urgency and impact to prioritize work

Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionality

Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through

Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysis

Produces standard statistical reports, such as incident summaries as help desk incident reports

Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product quality

Participates in product evaluations by testing software or hardware to assess usability and validate product performance