1903 Technical Support Engineer at Software Estrategico in Remote

This is a remote position.

About the Role

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. You will interact directly with customers, investigate technical issues, manage requests according to priority and SLA requirements, and 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.

Key Responsibilities

• 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.

Requisitos

Required 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.