Job Title: Software Support Engineer

Job Description:

We are looking for a Software Support Engineer to join our customer success team and provide technical support to our clients. In this role, you will assist users with troubleshooting, resolving technical issues, and ensuring the smooth operation of our software products. You will be the first line of contact for clients seeking assistance and will work closely with our engineering team to identify and resolve more complex problems.

Responsibilities:

Customer Support: Respond to customer inquiries via email, phone, or chat regarding software issues and troubleshooting.
Issue Diagnosis: Investigate, diagnose, and troubleshoot software problems, providing timely resolutions or workarounds.
Collaboration with Development Teams: Work with the engineering team to escalate complex issues, track recurring problems, and suggest improvements to the product.
Documentation: Create and update support documentation, knowledge base articles, and FAQs to assist customers and internal teams.
Product Training: Help customers understand software features and functionality by providing training and guidance through live demos or tutorials.
Software Testing: Test software releases and patches to ensure that issues are fixed and that new features work as expected.
Customer Feedback: Collect feedback from clients and communicate their needs and pain points to the product team for continuous improvement.

Required Skills & Qualifications:

Experience: 1-3 years of experience in software support, technical support, or customer service in a technology company.
Technical Skills: Familiarity with troubleshooting software issues, including web applications, databases, or cloud services.
Problem-Solving: Strong analytical skills to diagnose technical issues and find practical solutions quickly.
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Customer Service: Strong customer service skills with a focus on delivering a positive client experience.
Multitasking: Ability to manage multiple issues at once while prioritizing customer needs.
Education: A degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Preferred Qualifications:

Experience with ticketing systems (Zendesk, Jira, Freshdesk, etc.).
Knowledge of common programming languages (e.g., Python, JavaScript) or SQL for troubleshooting.
Experience in SaaS or cloud-based product support.