Software Technical Support Engineer

• Act as the primary point of contact for customer inquiries and technical issues.
• Effectively troubleshoot and resolve software-related problems.
• Collaborate with other technical support engineers and developers to address and resolve complex customer issues.
• Document and track customer interactions, issues, and resolutions using our CRM system.
• Provide software installation, configuration, and update assistance to clients.
• Conduct product training sessions for customers as needed.
• Identify and escalate recurring technical issues to the development team for further investigation and resolution.
• Stay up-to-date with the latest software updates and enhancements.
• Contribute to the continuous improvement of our technical support processes and knowledge base.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• +4 years of experience as a technical support engineer
• Proven experience in a technical support role, ideally within the software industry.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Experience with CRM systems and ticketing tools.
• Ability to work independently and in a team-oriented environment.
• Knowledge of software development methodologies and technologies.
• Ability to multitask and prioritize tasks effectively.
• Attention to detail and a commitment to delivering high-quality results.
• Patience, empathy, and a customer-oriented mindset.
• Flexibility to work on a rotating shift schedule, including weekends and holidays if needed.

• Paid Time Off
• Hybrid
• Performance Bonus
• Training & Development

BlackStone eIT