Software Support Engineer

20 hours ago

Pakistan Folio3 Full time 250,000 - 750,000 per year
Kickstart your tech career by delivering essential technical support, troubleshooting issues, and ensuring exceptional client satisfaction.

Responsibilities:

  • Recognize, analyze, and troubleshoot technical problems while maintaining clear and professional communication with customers, preferably in the US/UK region.
  • Serve as the primary interface between Customer Success, Engineering, and Product Management for issue resolution and long-term improvements.
  • Conduct basic root cause analysis and correlation of system, network, and application problems.
  • Reproduce customer-reported issues, document findings, and escalate cases to engineering when required.
  • Provide effective solutions or workarounds and ensure timely resolution of customer issues.
  • Collaborate with cross-functional teams to continuously improve technical processes and client interaction skills.
  • Deliver excellent customer experiences with strong communication, analytical, and problem-solving abilities.
  • Flexible to work across multiple time zones as needed.
Requirements:
  • Have good understanding of network devices such as firewalls, routers, and switches.
  • Basic knowledge of Windows and Linux servers (installation, configuration, troubleshooting).
  • Understanding of Microsoft 365 administration, including user and license management, and Microsoft Exchange.
  • Experience working with or exposure to Managed Service Providers (MSPs) is a plus.
  • Strong interest and ability to perform software application troubleshooting and root cause analysis.
  • Experience: Fresher to 1 year of relevant experience in a technical support or IT role.

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