Technical Support Engineer
SMA America
Technical Support Specialist, Level 1
Foxit
full-time
Posted on:
Location Type: Hybrid
Location: Fremont • California • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
CloudMacOSSQL
About the role
- 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.
Requirements
- 1–2 years of experience in software, IT, or education-technology support.
- Familiarity with learning management systems, SaaS applications, or digital collaboration tools (Zoom, Teams, Slack, etc.).
- Demonstrated project-management experience—planning and executing technology rollouts or customer implementations.
- Basic programming knowledge or certifications (e.g., scripting, APIs, SQL).
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdiagnosing technical problemsprogramming knowledgescriptingAPIsSQL
Soft skills
customer supportproblem-solvingcommunicationcollaborationproject managementtraininguser enablement
