About Company
As a Technical Support Engineer, imagine thriving in an environment where your problem-solving prowess directly impacts user satisfaction and product reliability. Career.zycto cultivates a dynamic, remote-first culture, empowering our team members to deliver exceptional technical assistance from anywhere. We champion continuous learning and provide robust tools, fostering an atmosphere where your expertise is valued, and your growth is prioritized. Join us to be a critical bridge between our innovative technology and our global user base, making a tangible difference every single day.
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Job Description
Career.zycto is seeking a dedicated and technically adept Technical Support Engineer to join our fully remote team. In this pivotal role, you will be the frontline hero for our customers, providing expert technical assistance and ensuring seamless operation of our cutting-edge software solutions. This is an exciting opportunity for an individual with a passion for problem-solving, a strong understanding of complex systems, and an unwavering commitment to customer satisfaction.
Working remotely, you will manage and resolve incoming technical support requests from users around the globe. You’ll dive deep into intricate issues, ranging from software installation and configuration to diagnosing advanced system errors and connectivity problems. Your day will involve thorough investigation, effective communication with users, and collaboration with our development and product teams to escalate and resolve complex bugs or feature requests. We value proactive problem-solvers who can not only fix issues but also identify root causes and contribute to long-term solutions, improving our products and support processes. If you are eager to take ownership, enjoy continuous learning, and excel in a fast-paced, remote environment, we encourage you to apply and help us maintain our reputation for outstanding customer support.
Key Responsibilities
- Provide advanced technical support and troubleshooting for software products via email, chat, and remote sessions.
- Diagnose and resolve complex technical issues related to software functionality, integrations, and performance.
- Document, track, and monitor problems to ensure timely resolution and customer satisfaction.
- Collaborate with engineering and product teams to escalate unresolved issues and provide detailed bug reports.
- Create and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Assist in testing new software releases and updates to identify potential issues.
- Proactively identify trends in customer issues and suggest improvements to products and processes.
- Educate users on product features and best practices to enhance their experience.
Required Skills
- Minimum 2 years of experience in a technical support, help desk, or IT support role.
- Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts (TCP/IP, DNS, VPN).
- Proficiency in troubleshooting software applications and diagnosing root causes.
- Excellent written and verbal communication skills, with an ability to explain complex technical concepts clearly.
- Proven ability to manage multiple priorities and work independently in a remote setting.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Customer-centric mindset with a strong commitment to providing exceptional service.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with SQL databases and/or API troubleshooting.
- Familiarity with cloud platforms (AWS, Azure, GCP).
- ITIL Foundation certification or similar.
- Experience with scripting languages (e.g., PowerShell, Python) for automation or diagnostic purposes.
- Previous experience working in a fully remote team environment.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off (PTO) and holidays.
- Dedicated budget for professional development and training.
- Flexible remote work environment.
- Opportunities for career growth and advancement.
- Employee assistance program (EAP).
- Company-provided home office stipend for equipment and internet.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant technical support experience and problem-solving capabilities. We look forward to reviewing your application!
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