Appspace

Technical Support Engineer

Appspace

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

FirewallsTCP/IP

About the role

  • Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.
  • Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions.
  • Conduct thorough root cause analysis to identify and address underlying technical problems.
  • Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
  • Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement.
  • Maintain a deep understanding of the Appspace platform, its features, and functionalities.
  • Stay up-to-date on the latest technical trends and advancements relevant to Appspace.

Requirements

  • Minimum 1-2 years of experience in a technical support role or related field.
  • Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
  • Experience troubleshooting software applications, preferably in a SaaS environment.
  • Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
  • A passion for customer service and a commitment to exceeding expectations.
  • Proficiency in technical documentation and knowledge base creation.
  • Ability to work independently, prioritize tasks effectively, and meet deadlines.
  • Strong analytical and problem-solving skills.
  • Experience with ticketing systems (e.g., Salesforce) is a plus.
Benefits
  • Competitive salaries
  • Medical, dental and vision coverage
  • Disability coverage
  • Employer paid life insurance
  • Mental health resources
  • 401(k) plan
  • Fully paid parental leave program
  • Generous PTO
  • Flexible work schedules
  • Remote work opportunities
  • Paid company holidays
  • Appspace Quiet Fridays (No non-essential internal meetings scheduled)
  • A casual dress work environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportroot cause analysistroubleshootingnetworking conceptsTCP/IPfirewallssoftware applicationsSaaStechnical documentationanalytical skills
Soft skills
communication skillsinterpersonal skillscustomer serviceproblem-solving skillsability to build trustindependencetask prioritizationmeeting deadlines