Remote Technical Support Engineer

Summary

Join our progressive team as a Technical Support Engineer Tier 1, where you'll manage complex support tickets, provide technical support to Enterprise customers, and collaborate with R&D and Sparta Dev teams. If you're passionate about problem-solving, technical troubleshooting, and customer satisfaction, we'd love to hear from you!

Requirements

• Fluent written and spoken English
• 1.5+ years of commercial experience in Technical Support
• Ability to understand technical language and collaborate with developers
• Technical background, such as experience with APIs and SQL
• Experience working with B2B Enterprise customers
• Experience with ticketing systems (e.g., Jira, Monday.com, etc.)
• Strong attention to detail, prioritization skills, and a methodical approach
• Exceptional communication and customer service skills

Responsibilities

• Manage 5 to 10 complex support tickets daily, ensuring timely task creation, prioritization, and resolution
• Provide technical support to Enterprise customers, tracking and analyzing support metrics
• Proactively test platforms by running scripts and monitoring issues such as failed crawls or missed data reviews
• Conduct data analysis to track ticket metrics, product testing, and ensure adherence to KPIs
• Perform manual monitoring and verification of active data sources, ensuring no errors in activation/search processes
• Collaborate with R&D and Sparta Dev teams to investigate, triage, and resolve platform issues
• Prioritize and monitor the addition of new domains and internal tasks
• Communicate directly with customers, providing ETAs and updates on issue resolution
• Participate in weekly meetings with tech teams to discuss and resolve ongoing technical issues
• Support QA tasks, ensuring product fixes and enhancements are thoroughly tested and implemented

Preferred Qualifications

• Experience working with data analysis and support metrics
• Ability to manage multiple tasks efficiently and work independently
• Strong organizational and problem-solving skills