Support Engineer

• The Automate Pro Support Engineer - Tier 1 will be the go-to technical resource for internal, direct customers, resellers, and partner support; this role plays a crucial role in ensuring our customers experience the full value of our product. The selected candidate is responsible for identifying, troubleshooting, and resolving issues that are either directly or indirectly related to the product. Thus, the support engineer must be able to articulate technology and product positioning to both business and technical users. This position reports to the Product Support Manager.
• Troubleshoot basic technical issues across software, integrations, and infrastructure (e.g. basic workflow errors, connectivity problems, user access issues)
• Interface with customers in a professional and positive manner to ensure excellent customer experiences
• Escalate unresolved or complex tickets to Tier 2 or appropriate teams efficiently
• Assist in identifying trends in reported issues and communicate potential bugs or enhancements
• Maintain detailed case logs in the support system, ensuring clear handoff notes for follow-ups
• Act as a technical resource for Sales Engineers by providing product knowledge and troubleshooting assistance
• Collaborate with your manager to define measurable goals aligned with team and company objectives
• Collaborate with team members to resolve issues efficiently and improve processes
• Be flexible with work shift as required to support global operations or peak demand periods
• Contribute to the award-winning culture we have in working with our customers by consistently providing empathetic, effective, and timely support
• Document steps, findings, and resolutions for all cases to build accurate records
• Contribute to the Knowledge-Centered Service (KCS) program by creating and maintaining accurate, user-friendly knowledge-base articles
• Regularly review and improve knowledge content to reflect product updates and evolving customer needs
• Perform other duties as assigned

Product Support Engineer - Tier 1

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Product Support Engineer

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