Technical Support Engineer

SUMMARY

We are looking for a Technical Support Engineer who is both technically adept and customer-focused to support our clients through implementation and beyond. This hybrid role combines technical support with occasional sales enablement responsibilities, such as assisting in product demonstrations. The ideal candidate will be a fast learner with a solid IT foundation, excellent communication skills, and a passion for helping customers succeed.

JOB RESPONSIBILITIES

• Provide technical implementation and post-sales support for one core software product.

• Serve as the primary technical point of contact for clients, resolving issues efficiently and professionally.

• Guide new customers through onboarding and configuration, ensuring successful platform adoption and utilization.

• Maintain accurate support documentation and relay customer feedback to internal teams for continuous improvement.

• Collaborate closely with the sales team to ensure a smooth customer experience across pre-sales and post-sales phases.

• Support the sales process when needed by assisting with product demonstrations and addressing technical questions.

• Utilize tools such as Microsoft Outlook, Teams, and other general office applications to communicate and manage support tasks.

• Continuously learn and stay up to date on product updates, features, and integrations.

• Provide clear and concise guidance to clients, translating complex technical concepts into simple terms.

QUALIFICATIONS

• 2–3 years of experience in a technical support role.

• Strong understanding of general IT and cybersecurity principles; deep expertise in specific tools not required.

• Proven ability to learn new software platforms quickly and troubleshoot effectively.

• Excellent customer service and client-facing communication skills.

• Ability to work independently, manage priorities, and meet deadlines in a remote/hybrid setup.

• Highly organized, detail-oriented, and able to document issues and resolutions clearly.

• Experience in Sales Engineering or Sales Support roles is a strong plus.

• Proficiency with tools like Microsoft Outlook and Microsoft Teams.

• Comfortable delivering product walkthroughs and answering technical questions in a sales setting (training provided).

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.