Technical Support Engineer

Firstup
United States
Workplace: RemoteFull timeUSD 55,000 - 70,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Problem-solving","Organizational","Prioritization","Multitasking","Communication"]

Serve as a subject matter expert for customer questions, incidents, and bug/feature requests. Diagnose and reproduce customer issues, perform root-cause analysis, and manage support tickets while meeting case and SLA goals. Configure customer systems, teach solutions, and document accurate records in the case-tracking system. Collaborate across teams to resolve product issues and escalate when needed.

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FursaFursa
Firstup
Firstup
3 days ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as a subject matter expert for customer questions, incidents, and bug/feature requests. Diagnose and reproduce customer issues, perform root-cause analysis, and manage support tickets while meeting case and SLA goals. Configure customer systems, teach solutions, and document accurate records in the case-tracking system. Collaborate across teams to resolve product issues and escalate when needed.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide customer support for questions, incidents, and bug/feature request management.
  • •Investigate customer problems by understanding, interpreting, reproducing, and diagnosing issues; perform root-cause analysis.
  • •Proactively manage and respond to support tickets while meeting individual case management and SLA goals.
  • •Configure customer systems to meet requirements and teach solutions to customers.
  • •Communicate clearly and maintain accurate, timely case records; collaborate with other teams and escalate as needed.

Pay and Benefits

Salary: USD 55,000 - 70,000 annually
Perks:Paid LeaveHealth InsuranceRemote Work

Key Requirements

  • •Bachelor’s degree in Information Technology (or similar) or commensurate professional experience.
  • •Three or more years of customer service experience.
  • •Exceptional problem-solving skills and the ability to handle challenging situations professionally.
  • •Strong written and verbal communication skills, with the ability to work with all levels of staff.
  • •Experience with one or more areas such as SQL, web technologies (HTML, JavaScript, CSS, XML), email deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), or APIs.
Experience:3+ yearsCustomer support
Education:Bachelor's in Information Technology
Skills:Problem-solvingOrganizationalPrioritizationMultitaskingCommunication
Tech Stack:SaaSSQLHTMLJavaScriptCSSXMLEmail DeliverabilitySalesforceMicrosoft Dynamics CRMAPIs

Company Brief

Firstup
Provides an employee communication and engagement platform that helps organizations deliver personalized internal communications, measure engagement, and empower frontline and deskless workers through targeted content distribution and analytics.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
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