Technical Support Engineer

Role Overview

The Technical Support Engineer provides first-level technical support to customers across various channels including chat, email, web, and phone. This role focuses on basic troubleshooting, accurate information-gathering, resolution of common issues, and timely escalation of complex issues.

This position reports to the Manager, Technical Support.

What You’ll Do

• Monitor and respond to incoming customer requests for technical support across all supported channels.
• Gather complete and accurate technical information (log files, environment details, reproduction steps, and more) to support resolution or escalation.
• Clearly document all customer interactions, troubleshooting steps, and outcome in the case management system.
• Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.
• Identify opportunities or gaps in self-service content, for example, KBAs.
• Escalate cases that exceed defined scope or knowledge level, ensuring all required context is provided.
• Meet individual performance targets related to case volume, SLA adherence, and customer satisfaction.

What We’re Looking For

• Post-secondary education in Computer Science, Engineering, or have equivalent experience.
• 0-2+ years of experience in a technical, customer-facing support role.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow structured troubleshooting processes and escalate effectively.
• Familiarity with CRM and case management tools (Salesforce Service Cloud preferred).

Scope & Accountability

• Direct ownership of individual customer cases within defined playbook and procedures.
• Decisions are guided by documented standards and team support.
• Impact is primarily at the individual customer interaction level.