Support Engineer

Description

We are seeking a Support Engineer to join our Customer Support team at Dot Compliance and play a key role in delivering exceptional service to our clients.

Dot Compliance is a cloud-based, innovative software company helping pharmaceutical and medical device companies manage quality and compliance processes digitally. We are committed to customer satisfaction and continuous improvement of the user experience.

In this role, you will work directly with customers and collaborate closely with our services, development, and product teams. We're looking for someone who is enthusiastic about technology, enjoys solving problems, and is eager to contribute to a dynamic, fast-growing organization.

Key Responsibilities:

• Diagnose and resolve technical issues efficiently.
• Act as a primary point of contact between customers and Dot Compliance.
• Provide prompt, clear, and professional technical support.
• Ensure high levels of customer satisfaction and follow up on outstanding concerns.
• Prioritize support cases based on urgency and business impact.
• Document solutions and maintain accurate technical knowledge bases.
• Identify recurring issues and escalate them to the relevant teams (management, services, development, etc.).
• Conduct system testing and assist with basic system configuration.

Deliver customer training sessions when needed.

Requirements

• Minimum 2 years of experience in a technical support or service role.
• Strong technical aptitude.
• Excellent verbal and written communication skills.
• Quick learner with strong problem-solving abilities.
• Team-oriented and collaborative.
• Customer-focused with strong interpersonal skills.

Preferred Qualifications:

• Bachelor's degree, preferably in Information Systems or a related technical field.
• Experience with Salesforce (administration or development).
• Familiarity with the life sciences industry.