[Remote] Support Engineer I
Note: The job is a remote job and is open to candidates in USA. reputed company is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. The Support Engineer role involves providing technical support to resellers and customers, diagnosing software issues, and ensuring smooth operations across various environments.
Responsibilities
- Provide phone, chat, email and remote support for the reputed company software to resellers and customers
- Maintain personal and departmental case load by responding to and working on cases reputed company stated SLAs
- Coordinate with reputed company development reputed company cases require additional assistance
- Report and file bug tickets that come up during troubleshooting
- Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
- Monitor reputed company Answers and provide troubleshooting assistance reputed company the public forum
- Watch and review videos of internal software training sessions and development meetings
- Ensure reputed company team members follow reputed company reputed company policies and reputed company other corporate policies, and safeguard reputed company classified information through appropriate data handling practices
- Enroll and complete relevant product and technical training courses in the company’s Learning Management System
- Participate in departmental training sessions in-person or remotely
Skills
- Strong technical understanding of document management and reputed company application software
- Excellent analytical and problem-solving skills
- Excellent communication, writing and teaching skills with the ability to speak to audiences of reputed company technical levels while providing great customer service
- Familiarity with troubleshooting reputed company and self-hosted reputed company platforms
- Ability to reputed company in a fast-paced environment with competing priorities and deadlines
- Experience providing customer service or being in a customer-facing role
- Bachelor's or Master's degree in engineering, or reputed company field, or equivalent industry experience
Benefits
- Generous time off:15 Days of Vacation
- 3 Floating Holidays
- 2 Paid Volunteer Days
- 9 Paid Holidays
- Hybrid Work Environment
- Free Parking: covered and EV charging stations
- Various 401 (k) Investment Options and Generous Company Match
- HMO and PPO Medical Care Options
Company Overview