Technical Support Engineer (Remote)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer (Remote) in the United States.

In this role, you will provide expert-level support for identity verification and check deposit solutions, acting as a trusted resource for strategic clients. You will troubleshoot technical issues, guide customers through complex workflows, and collaborate with internal teams to resolve escalations efficiently. This position combines hands-on technical problem-solving with strong client engagement, enabling you to make a direct impact on customer success and product adoption. You will develop and maintain knowledge of product functionality, contribute to internal documentation, and work closely with Customer Success Managers to ensure smooth operations for key accounts. The role offers the opportunity to influence product improvements, foster strong client relationships, and be part of a fast-paced, dynamic, and collaborative team environment.

Accountabilities:

·         Lead technical support for assigned strategic clients, building rapport and understanding their business needs.

·         Troubleshoot and resolve client-reported issues, escalating to internal teams when necessary.

·         Serve as a subject matter expert (SME) on product functionality, providing on-demand guidance.

·         Monitor support metrics and prepare monthly reports on incidents and resolutions.

·         Maintain and create documentation to enable self-service and improve internal knowledge sharing.

·         Collaborate with Customer Success Managers to track and manage client requests and issues.

·         Communicate effectively with cross-functional teams to ensure smooth operations and issue resolution.

·         Bachelor’s degree in Computer Science, a related field, or equivalent experience.

·         Minimum 3 years of technical support experience, preferably in SaaS or B2B platforms.

·         Strong written and verbal communication skills, with the ability to simplify complex technical issues.

·         Proficiency in web service technologies (REST/JSON, XML/SOAP) and networking fundamentals (TCP/IP, DNS).

·         Knowledge of Microsoft Windows, SQL, IIS, and software distribution/SDK models.

·         Experience with service desk and incident management systems, such as Zendesk.

·         Excellent problem-solving, planning, organization, and interpersonal skills.

·         Ability to thrive in a fast-paced, dynamic environment with a customer-focused mindset.

Preferred Qualifications:

·         Experience with API integration, scripting languages (Python, PowerShell, Bash).

·         Familiarity with operating B2B web platforms and SaaS operations.

·         Knowledge of Microsoft Windows Servers and IIS administration.