Support Engineer I
$65,000–$75,000 year
RemoteUnited States
Job Summary
Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions, troubleshooting and resolving software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage issues. Monitor assigned support queues, manage cases against SLAs, and document troubleshooting steps and resolutions within support systems. Escalate complex or high-priority issues to senior engineers while maintaining ownership of customer communications. Utilize and contribute to the Solution Center and Knowledge Base, identifying recurring issues to recommend documentation and process improvements. Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, and solution development, validating AI-generated recommendations for technical accuracy.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience
- Strong customer service orientation with a passion for helping customers succeed
- Basic understanding of Windows and Linux operating systems
- Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting
- General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal
- Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH
- Strong written and verbal communication skills
- Ability to prioritize multiple issues and work effectively in a fast-paced environment
Desired Qualifications
- Experience supporting SaaS applications
- Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies
- Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud
- Basic SQL, scripting, or automation experience
- Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow
- Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving
- Understanding of prompt engineering fundamentals and effective AI-assisted research techniques
- Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality
- Curiosity and willingness to continuously learn and adopt emerging AI technologies
- Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements
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