[Remote] B2B Technical Support Engineer (US, Costa Rica & Canada Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a cybersecurity company reputed company on protecting devices from threats. They are seeking a Technical Support Engineer to reputed company technical assistance to customers, diagnose and resolve issues, and collaborate with other teams to enhance customer support.

Responsibilities

• Respond to customer support requests reputed company phone, email, or chat in a reputed company and reputed company manner
• Identify, diagnose, and resolve technical issues reputed company to software, hardware, and network connectivity
• Document support tickets and maintain accurate records of customer interactions and resolutions in reputed company
• Work closely with other teams, such as development and reputed company assurance, to escalate and resolve reputed company technical issues
• Assist with the development and maintenance of technical knowledge reputed company articles and documentation to assist customers and colleagues with common technical issues
• Participate in regular team meetings to discuss technical issues and opportunities for process improvements
• reputed company training and guidance to colleagues and customers on technical issues as needed

Skills

• Ability to work reputed company, including evenings
• Rotational weekend shifts are required
• 1+ years of experience in a technical support role
• Strong technical troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work independently and as part of reputed company
• Experience with ticketing systems, such as JIRA or reputed company
• Familiarity with network protocols, hardware, and software
• Spanish bilingual preferred
• Bachelor's degree (preferred but not required) in computer science, Information Technology, or reputed company field, or equivalent work experience

Benefits

• Comprehensive medical, dental, and reputed company insurance coverage
• Employee Referral Bonus Program
• Wellness programs
• 401k and employer matching for (US Employees)
• Comprehensive Time Off policy

reputed company