[Hiring] Technical Support Engineer @Softgic

Role Description

This is a remote position.

We are looking for a Customer Success Engineer / Technical Support Engineer with a strong customer-service mindset and hands-on technical experience. This position is primarily focused on Help Desk support, ticket resolution, troubleshooting, and end-user assistance.

• Interact directly with customers
• Investigate technical issues
• Manage requests according to priority and SLA requirements
• Collaborate with Engineering and Product teams when escalation is required

The ideal candidate combines excellent customer communication skills with technical knowledge, particularly in Microsoft Outlook, C#, SQL, and web applications.

Qualifications

• 1+ year of experience in a Help Desk, Technical Support, Application Support, Customer Support Engineering, or similar technical support environment
• Hands-on experience managing and resolving support tickets
• Strong experience providing end-user support for Microsoft Outlook
• Working knowledge or professional experience with C# – required
• Knowledge of Microsoft SQL Server (MS-SQL)
• Strong troubleshooting and problem-solving skills
• Ability to identify the urgency and business impact of technical incidents
• Experience working with SLAs and ticket prioritization
• Strong technical aptitude and ability to learn new software platforms quickly
• Ability to communicate technical concepts clearly to non-technical customers
• Ability to manage multiple requests simultaneously in a fast-paced environment
• Full professional English proficiency, both written and spoken
• Availability to work Monday through Friday, 8:00 AM to 6:00 PM CST

Requirements

• Provide technical support to customers through tickets, calls, meetings, and written communication
• Troubleshoot and resolve software, application, system, user, database, and integration-related issues
• Manage multiple support tickets and prioritize requests according to urgency, business impact, and SLAs
• Provide end-user support, with particular emphasis on Microsoft Outlook
• Use working knowledge of C# to investigate application issues and support technical troubleshooting
• Perform basic troubleshooting and queries using Microsoft SQL Server (MS-SQL)
• Investigate incidents, identify root causes, and document troubleshooting steps and resolutions
• Escalate bugs and complex technical issues to Development or Engineering teams when necessary
• Reproduce reported issues and provide developers with clear technical information
• Support customers during onboarding, implementation, configuration, and adoption of the platform
• Maintain clear and professional communication with customers throughout the resolution process
• Identify recurring customer issues and provide feedback to Engineering and Product teams
• Maintain accurate documentation of customer interactions, incidents, solutions, and recurring problems