Support Engineer I

Responsibilities

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions
• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, and integrations
• Manage support queues and cases in accordance with established service level agreements (SLAs)
• Document troubleshooting steps, resolutions, and customer communications accurately
• Escalate complex or high-priority issues to senior engineers and cross-functional teams
• Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, and case summarization
• Identify opportunities to automate repetitive tasks through AI and workflow automation

Requirements

• Bachelor's degree in IT, Computer Science, or related field, OR 1+ years of technical support experience
• Basic understanding of Windows and Linux operating systems
• Foundational networking knowledge including TCP/IP, DNS, and firewalls
• Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH
• Strong written and verbal communication skills
• Ability to prioritize multiple issues in a fast-paced environment

Preferred Qualifications

• Experience supporting SaaS applications
• Exposure to EDI, managed file transfer (MFT), or integration platforms
• Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud
• Basic SQL, scripting, or automation experience
• Experience using CRM and ticketing platforms like Salesforce, Zendesk, or ServiceNow
• Demonstrated ability to use AI-powered tools like ChatGPT or Gemini to enhance productivity

Benefits

• Competitive compensation
• Healthcare, Dental, and Vision
• Flexible PTO
• 401k match
• FSA and HSA options
• Paid Parental Leave