Technical Customer Support Engineer

About the role

We are seeking a Technical Customer Support Engineer to assist customers with software activation, installation, configuration, and troubleshooting. You will interact via phone, email, remote sessions, and online meetings to ensure successful deployments and high customer satisfaction.

Key responsibilities

• Activate software licenses and guide customers through deployment.
• Provide step‑by‑step assistance for installation, configuration, and best‑practice usage.
• Troubleshoot technical issues and deliver timely solutions.
• Escalate product upgrades or additional services to Account Managers.
• Research solutions using vendor knowledge bases and support portals.
• Document interactions, troubleshooting steps, and resolutions in the ticketing system.
• Monitor recurring issues and report trends to management.
• Identify customer technical needs and recommend optimal system usage.
• Support internal IT operations, including hardware/software procurement and asset inventory maintenance.
• Collaborate with Sales and Account Management to ensure a seamless customer experience.

Required profile

• Bachelor's degree in IT, Computer Science or related field.
• Minimum 3 years of experience in technical customer support or IT support.
• Strong communication skills and ability to explain technical concepts to non‑technical users.
• English proficiency at B1 level or higher.
• Excellent analytical, problem‑solving and organizational abilities.

Required skills

• Windows operating system
• macOS operating system
• Basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi‑Fi)
• Remote support tools (TeamViewer, AnyDesk, Remote Desktop)
• Ticketing/helpdesk systems
• Autodesk or similar engineering software
• CompTIA A+ certification (optional)
• CompTIA Network+ certification (optional)
• Microsoft certifications (optional)
• Microsoft Office applications