Job Purpose
A Software Support Engineer works to primarily address technical issues relating to software
implementation, function, and upgrades. They resolve our customer-submitted tickets promptly
and create product problem reports and troubleshooting documents for each issue. A Software
Support Engineer will also work closely with our technical teams to identify and resolve any
technical problems that might arise in the production environment.
Job Responsibilities
● Respond to customers who are experiencing technical issues with our products
● Oversee and follow up on customers’ unresolved tickets
● Talk clients through a series of actions, either via phone, email, or chat, until solving the
technical issue within agreed time limits
● Escalate unresolved issues to appropriate internal teams (e.g. software developers)
● Prioritize and manage several open tickets at one time efficiently
● Ensure all issues are properly documented and logged
● Develop customer relationships through professional, dependable, and accurate
interactions
● Generate and manage best practice resolutions for intouch self-service knowledge base
● Extend technical support on software for internal and external clients
● Offer proactive communication to clients, account managers, and project managers
● Troubleshoot clients reported technical issues
KPIs:
● Number of tickets resolved
● Average response time
● Ticket backlog
● First contact resolution
● Resolution quality
● Communication Quality
● Service level agreement
● Customer satisfaction score (C-SAT)
● Self-development
● Escalation rate
Work Environment
A Software Support Engineer usually works in an office setting, has shift-based working hours,
with a clean and well-lit office environment. Though they tend to work in a rather casual setting,
the environment overall is focused, dynamic and driven.
Internal and External Communication (Stakeholders)
● Customer Success team
● Product team
● Engineering team
● External Clients
An ideal candidate would possess the following qualifications and skills
Experience
● 0 - 3 years experience as a Software/Technical Support Engineer
● Experience in the Software Development is a plus
Education, Certifications, and Training
● Bachelor's degree in Computer Science, Information Systems or any other related field
● Technical background with knowledge of software development and web technologies
Language Skills
● Excellent level in the English language (Writing, Speaking, Reading, Listening)
● Excellent level in the Spanish language (Writing, Speaking, Reading, Listening)
Technical Skills is a Plus
● Knowledge in using Windows/Linux/Mac OS environments
● Knowledge in using help desk software (eg. Zendesk, Freshdesk)
● Knowledge in using G-suite
● SQL/No-SQL fundamentals is a plus
● Software development language (eg. NodeJS, Angular, Java, ..etc.) is a plus
Competencies
● Attention to details
● Communication and presentation
● Critical and analytical thinking
● Organization and time management
● Problem solving
● Initiative
● Integrity
● Collaboration
● Self development
● Agility