Job description

Our client is seeking a highly proficient Technical Support Engineer to join their dedicated Customer Service & Helpdesk team. This hybrid role offers a balanced approach, requiring some presence in our St. Louis, Missouri, US office while providing flexibility for remote work. You will be the frontline of technical assistance, resolving complex issues for our valued clients and ensuring seamless operation of our cloud-based services. Responsibilities: Provide exceptional Tier 2/3 technical support to customers via phone, email, and chat for cloud-based products and services. Diagnose and troubleshoot complex technical issues related to software, hardware, and network configurations. Escalate unresolved issues to appropriate engineering teams with detailed documentation and reproduction steps. Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides. Identify recurring technical issues and collaborate with development teams to implement permanent solutions. Monitor system performance and proactively address potential problems. Assist with customer onboarding and provide technical guidance during the initial setup phase. Participate in on-call rotation to provide 24/7 support coverage as needed. Contribute to the continuous improvement of support processes and tools. Ensure customer satisfaction through timely, accurate, and empathetic support. Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 3 years of experience in technical support, helpdesk, or a similar customer-facing IT role. Strong understanding of cloud computing concepts (e.g., AWS, Azure, GCP) and related services. Proficiency in troubleshooting operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and common software applications. Experience with scripting languages (e.g., Bash, Python) is a plus. Excellent problem-solving, analytical, and diagnostic skills. Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Ability to work effectively both independently and as part of a hybrid team. Customer-centric mindset with a passion for providing outstanding service. Experience with ticketing systems (e.g., Zendesk, ServiceNow) is desirable. This hybrid role is based in St. Louis, Missouri, US and offers a great opportunity to grow your career in a supportive and innovative environment.

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