[Hiring] Technical Support Engineer @Appspace

Role Description

The primary purpose of the Technical Support Engineer is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. In addition to resolving customer issues via our ticketing system, remote sessions, and live video, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure customers receive timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent.

A Day in the Life of a Technical Support Engineer

• Provide first response and technical support for issue resolution via our ticketing system and remote sessions.
• Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause.
• Communicate proactively with customers to keep them informed throughout the resolution process.
• Build and maintain self-service resources — guides, FAQs, and troubleshooting materials — for frequently encountered customer questions.
• Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support.
• Escalate cases requiring advanced technical skill with clear and thorough handoff documentation.
• Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate.
• Stay organised and document all customer interactions using our ticketing tools and other related tools.
• Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards.
• Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities.
• Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.

Qualifications

• Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds.
• Comfortable and professional on camera — this role includes live video sessions with customers.
• Outgoing, helpful, and passionate about providing excellent customer service.
• A collaborative approach to teamwork; you share knowledge and actively support your colleagues.
• Understands that good documentation isn't just for humans; clarity and structure in knowledge content directly impact AI resolution quality.
• Genuine technical curiosity — you're the person friends and family turn to for tech help.
• Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus.
• Demonstrated proficiency in leveraging AI tools for technical troubleshooting, summarization, and drafting professional communications.
• Basic familiarity with networks, devices, or operating systems is helpful; experience with Windows Server, Linux, or TCP/IP networking is a plus.
• Working knowledge of Salesforce or similar CRM preferred.
• Ability to work efficiently in fast-paced, high-volume, multitasking environments while remaining calm and poised under pressure.
• Organised and detail-oriented with a habit of thorough documentation.
• Eager to learn, grow, and contribute to a communicative and collaborative team culture.
• Familiarity with professional office environments and workplace culture; our products support the modern workplace, and an understanding of that context is an asset.

Experience

• Bachelor's degree or equivalent with 3+ years of professional experience in a technical support, IT, help desk, or technically-oriented customer service role is required.
• Experience in a professional or office environment is strongly preferred.

Benefits

• Competitive salaries.
• Employer paid medical, dental, and vision coverage.
• Employer paid life insurance.
• Mental health resources.
• Pension plan.
• Paid maternity and parental leave program.
• Generous PTO.
• Flexible work schedules.
• Remote work opportunities.
• Paid company holidays.
• Appspace Quiet Fridays (No non-essential internal meetings scheduled).
• A casual dress work environment.