Global Support Services Engineer

We want to hire a dedicated and experienced Global Support Services Engineer to join our fast-paced team. This remote job involves giving full technical support to our customers around the world and making sure that our products and services work as well as possible and are reliable. The best candidate will be able to solve problems well, communicate well, and be dedicated to providing great customer service.

Important Duties:

Technical Support: Use different ways to communicate, like phone, email, and chat, to figure out and fix complicated technical problems for customers and partners all over the world.

Documentation: Keep a complete knowledge base by accurately documenting support cases, including how they were resolved and how customers interacted with you.

Collaboration: Work closely with teams from different departments, such as Engineering and Customer Success, to raise issues that haven’t been solved and give feedback on how to make the product better.

Training: Create and give customers and internal teams training materials to help them understand and use the product better.

Process Improvement: Find ways to automate and make existing support processes better, which will make them more efficient and improve customer satisfaction.

Requirements:

Education: A bachelor’s degree in computer science, information technology, or a related field.

Experience: At least four years working in a technical support or help desk role, preferably in a global setting.

Technical Skills: You should be good at SQL and Linux and know how to help people with software problems. Having worked in chat support and knowing about finance or payment systems is a plus.

Soft Skills: Great communication skills, a love of fixing technical problems, and a focus on the customer.

Hourly Rate: $35 to $45, depending on level of experience.

Benefits:

Health Insurance: Full coverage for medical, dental, and vision care.

401(k) plan with a company match for retirement.

Paid Time Off: A generous PTO policy that includes vacation, sick leave, and holidays.

Professional Development: chances to learn new things and move up in your career.

Wellness Programs: Access to wellness programs and Employee Assistance Programs (EAP).