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Tech Stack
Tools & technologiesAngularJavaLinuxMacOSSQL
About the role
Key responsibilities & impact- Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools.
- Work with partner companies to set up or maintain points of integration.
- Analyze complex problems, identify root causes, and develop effective solutions in a timely manner.
- Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution.
- Provide clear and concise technical guidance to users with varying levels of technical expertise.
- Ensure exceptional customer service and establish strong relationships to enhance user satisfaction.
- Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently.
- Perform quality assurance testing of software products and new features.
- Replicate reported issues in a controlled environment to accurately identify and document software bugs.
- Collaborate with the development team to prioritize and communicate bug fixes.
- Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience.
- Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues.
- Monitor system health and performance to proactively identify potential issues and implement preventive measures.
- Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience as a Software Support Engineer or in a similar technical support role.
- Strong problem-solving, critical thinking, time management, and decision-making skills with a logical approach to identifying and resolving technical issues.
- Proficiency in various operating systems (Windows, macOS, Linux) and a deep understanding of software architecture and networking concepts.
- Familiarity with programming languages, debugging tools, and software development lifecycle is a plus.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Customer-centric mindset with a passion for delivering exceptional customer service.
- Ability to multi-task, work independently and collaboratively in a fast-paced, dynamic environment while maintaining attention to detail and quality standards.
- Prior experience with Structure Query Language and Microsoft SQL databases.
- Prior experience with support ticketing systems and remote support tools is desirable.
- Proficient at maintaining source code in C#, Java Script, Angular and ASP languages.
Benefits
Comp & perks- Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
- Fullsteam is an Equal Opportunity/Affirmative Action employer.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
software supporttroubleshootingdiagnosingquality assurance testingC#JavaScriptAngularASPSQLoperating systems
Soft Skills
problem-solvingcritical thinkingtime managementdecision-makingcommunicationcustomer-centric mindsetmulti-taskingattention to detailcollaborationtraining
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technologyrelated field degree