Technical Support Engineer II

Summary

Join Appspace, a company dedicated to enhancing work experiences, as a Technical Support Engineer II. You will be the first point of contact for customers, providing exceptional technical support for the Appspace platform. Your responsibilities include troubleshooting technical issues, ensuring a smooth user experience, and collaborating with internal teams to resolve problems and improve the product. You will need strong technical skills, excellent communication abilities, and a passion for customer service. The role offers competitive benefits, including medical, dental, and vision coverage, disability coverage, employer-paid life insurance, mental health resources, a 401(k) plan, and a fully paid parental leave program. Additional perks include generous PTO, flexible work schedules, remote work opportunities, paid company holidays, and a casual dress work environment.

Requirements

• Minimum 1-2 years of experience in a technical support role or related field
• Strong understanding of networking concepts, including TCP/IP, firewalls, and ports
• Experience troubleshooting software applications, preferably in a SaaS environment
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers
• A passion for customer service and a commitment to exceeding expectations
• Proficiency in technical documentation and knowledge base creation
• Ability to work independently, prioritize tasks effectively, and meet deadlines
• Strong analytical and problem-solving skills

Responsibilities

• Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions
• Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions
• Conduct thorough root cause analysis to identify and address underlying technical problems
• Document technical interactions, solutions, and escalations for future reference and knowledge sharing
• Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement
• Maintain a deep understanding of the Appspace platform, its features, and functionalities
• Stay up-to-date on the latest technical trends and advancements relevant to Appspace

Preferred Qualifications

• Experience with ticketing systems (e.g., Salesforce) is a plus
• Experience with Appspace or similar digital workplace platforms
• Experience with scripting languages (e.g., Java, PowerShell)
• Knowledge of SQL, MongoDb, MySQL databases
• Experience with cloud platforms (e.g., Microsoft Azure, Salesforce, Power BI, Tableau)

Benefits

• Competitive salaries
• Medical, dental and vision coverage
• Disability coverage
• Employer paid life insurance
• Mental health resources
• 401(k) plan
• A fully paid 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