Technical Support Engineer

Role overview Provide remote technical support to business users of desktop devices and related software. The role handles incoming questions and escalated cases, helps first-line support colleagues resolve issues, and shares customer feedback that can improve support and products.

Responsibilities - Diagnose software, connectivity, and hardware problems with customers by phone and email. - Investigate cases escalated by first-line support and help colleagues resolve issues without escalation. - Support business users working with desktop accessories, operating systems, USB devices, and wireless or Bluetooth connections. - Report recurring problems, emerging issues, and customer feedback to the relevant teams. - Take on related projects when support volumes are lower.

Requirements - At least three years in technical support, including a year or more providing remote assistance by phone. - At least three years supporting Windows and Mac environments, wireless and Bluetooth connections, and USB devices. - At least two years supporting software used with hardware. - Experience assisting office or IT users and a strong customer service approach. - Fluency in English and Spanish. - Ability to learn unfamiliar technologies quickly and explain troubleshooting steps clearly.

Nice to have - Experience supporting enterprise or business-to-business customers. - Familiarity with customer support ticketing and knowledge-management systems, common office technology, and quality testing. - A four-year degree or equivalent practical experience.

Benefits and work setup The role may offer remote or hybrid work depending on team and location. Benefits and work arrangements vary by location.