About Company
Pioneering innovative solutions that empower businesses globally, Career.zycto fosters a dynamic and collaborative remote culture. We believe in providing our Technical Support Engineers with the tools, autonomy, and supportive environment they need to excel from anywhere. Our commitment to continuous learning and professional growth ensures you’ll always be at the forefront of technology, making a tangible impact. Join a team where your expertise is valued, your contributions are recognized, and your career trajectory is limitless, all while enjoying the flexibility of a fully remote setup designed for your success.
Job Description
Career.zycto is actively seeking a highly skilled and passionate Remote Technical Support Engineer to join our rapidly growing team. In this pivotal role, you will be the frontline hero for our valued clients, ensuring their success by resolving complex technical issues and providing exceptional support for our cutting-edge software solutions. This isn’t just about troubleshooting; it’s about deeply understanding customer challenges, meticulously diagnosing root causes, and implementing effective, long-lasting solutions that truly empower our users. You’ll engage with a diverse range of technologies and directly contribute to maintaining our reputation for unparalleled customer service and client satisfaction.
As a Remote Technical Support Engineer, you will embrace the flexibility and autonomy of working from your home office in Toronto, Ontario, while remaining fully integrated into our collaborative global team. We operate in a fast-paced environment where problem-solving prowess, critical thinking, and a customer-first mindset are paramount. You will be instrumental in translating complex technical jargon into understandable terms, guiding users through intricate processes, and effectively escalating issues to higher-tier support or engineering teams when necessary, always maintaining clear and proactive communication throughout the resolution process. Your ability to calmly navigate high-pressure situations and provide empathetic support will be key to your success.
Beyond reactive problem-solving, you’ll have significant opportunities to proactively contribute to our comprehensive knowledge base, develop insightful troubleshooting guides, and identify recurring issues or trends that can help improve our products and services. Your analytical insights will be invaluable in shaping future product development strategies and enhancing the overall customer experience. We’re looking for someone who thrives on intricate technical challenges, possesses a strong desire for continuous learning, and genuinely cares about helping people succeed with technology. If you are a self-starter with a proven knack for systematic diagnosis, a deep passion for technology, and a desire to make a significant impact from a remote setting, we strongly encourage you to apply. This role offers a unique opportunity to grow your technical expertise across various domains, deepen your understanding of enterprise software, and advance your career while enjoying a supportive, dynamic, and flexible remote work culture.
Key Responsibilities
- Provide technical support to clients via email, chat, and phone, resolving complex software and system issues.
- Diagnose, troubleshoot, and identify root causes of technical problems, escalating to senior engineers when necessary.
- Maintain high levels of customer satisfaction through professional and empathetic communication.
- Contribute to the creation and maintenance of internal and external knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with engineering and product teams to report bugs, suggest improvements, and ensure timely resolution of escalated issues.
- Monitor system performance and proactively identify potential issues to prevent service disruptions.
- Participate in on-call rotation schedules, as required, to provide support outside of regular business hours.
- Stay up-to-date with product updates, new features, and industry best practices.
Required Skills
- 3+ years of experience in a technical support role, preferably with SaaS products or enterprise software.
- Strong understanding of operating systems (Windows, Linux, macOS) and networking concepts (TCP/IP, DNS, VPN).
- Proficiency in troubleshooting complex technical issues, with excellent analytical and problem-solving abilities.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).
- Ability to work independently in a remote environment while maintaining strong team collaboration.
- Customer-centric mindset with a passion for helping users succeed.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with scripting languages (e.g., Python, Bash) for automation or data analysis.
- Familiarity with cloud platforms (AWS, Azure, Google Cloud).
- Knowledge of database concepts (SQL) and API integrations.
- Certifications in relevant technologies (e.g., CompTIA A+, Network+, ITIL).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible holiday schedule.
- Dedicated budget for professional development and continuous learning.
- Remote work stipend for home office setup and utilities.
- Employee assistance program and wellness initiatives.
- Opportunities for career growth and advancement within a rapidly expanding company.
- Collaborative and supportive remote team culture with regular virtual team events.
How to Apply
Ready to make an impact as a Remote Technical Support Engineer at Career.zycto? We encourage you to click on the application link below to submit your resume and a cover letter outlining your relevant experience and why you are a great fit for this role. We look forward to reviewing your application!
