Technical Support Engineer (Tier 2)

Join our growing team as a Technical Support Engineer (Tier 2), providing advanced technical assistance and troubleshooting for our innovative software solutions. This position, based in Virginia Beach, Virginia, US , is ideal for a problem-solver with excellent communication skills and a passion for customer satisfaction. You will be responsible for resolving complex technical issues reported by customers, analyzing root causes, and implementing effective solutions. This involves diagnosing hardware and software problems, guiding users through step-by-step solutions, and escalating unresolved issues to appropriate engineering teams.

Key responsibilities include managing support tickets, documenting troubleshooting steps and resolutions, contributing to the knowledge base, and identifying trends in customer issues to suggest product improvements. You will collaborate with development and QA teams to ensure timely resolution of bugs and product enhancements. The ideal candidate possesses a Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience, along with 3-5 years of experience in technical support or a similar role. Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications is essential. Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools is required. Excellent analytical and problem-solving skills, patience, and a customer-centric approach are paramount. This is a remote position, offering flexibility and the opportunity to work from anywhere. We provide a competitive salary, comprehensive benefits, and a supportive work environment.