Technical Support Engineer

Summary

Join Appspace, a company passionate about creating better work experiences, and become a Technical Support Engineer. This role involves providing advanced troubleshooting for customers facing software, hardware, network, and security issues. You will be the primary point of contact for resolving technical problems, escalating complex issues, and advising clients on network requirements. The ideal candidate is detail-oriented, IT savvy, and able to handle multiple tasks efficiently. Appspace offers a flexible work culture and a variety of benefits to its employees.

Requirements

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments
• Working knowledge of databases such as SQL or MY SQL
• Proficiency in Microsoft Outlook & office suite
• Excellent written and verbal communication
• Outgoing, helpful, and passionate about providing excellent customer service
• Bachelor’s degree or equivalent/related work experience (2-5 years)

Responsibilities

• Provide first response and technical support issue resolution via chat, email, phone and remote sessions
• Ask appropriate fact-finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause
• Escalate cases requiring advanced technical skill
• Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate
• Serve as the client’s subject matter expert for the Appspace platform and app
• Identify operational issues via retrieval and evaluation of errors and logs
• Problem solve and embrace technical curiosity to research issues when needed
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

Preferred Qualifications

• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
• Understanding of TCP/IP networking, DNS and proxies is a plus
• Basic experience with graphic design and/or video editing suites not required, but a plus
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred
• Working knowledge of JIRA and Salesforce preferred

Benefits

• Competitive salaries
• Employer paid medical, dental and vision coverage
• Employer paid life insurance
• Mental health resources
• Pension plan
• Paid maternity and 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