Foxit

Support Engineer

• Act as the primary contact for incoming support inquiries via chat, email, and voice—resolving issues quickly and professionally.
• Diagnose and troubleshoot technical problems across Windows, macOS, and cloud-based environments.
• Partner with customers during deployment and onboarding to ensure proper installation, configuration, and user adoption.
• Develop and maintain internal knowledge base articles, documentation, and SOPs for recurring issues or workflows.
• Escalate complex cases to Tier 2 / Engineering teams with detailed analysis and recommendations.
• Identify recurring problems and contribute to long-term solutions, influencing product improvements and process design.
• Deliver training and user-enablement sessions that promote best practices across Foxit’s software suite.
• Collaborate cross-functionally with Product, QA, and Customer Success teams to drive continual improvement in product usability and support operations.

Technical Support Specialist, Level 1