Job Description

Technical Support Engineer

SuperOps is a growth stage tech startup building new-age software for the IT and MSP industry.

We're backed by leading VCs like Addition, Matrix Partners and Elevation Capital. We are seeking a dynamic and driven Inside Sales Executive to join our team. The ideal candidate will be based in the United States and will focus on managing sales activities within the US region. Previous experience in the Managed Service Provider (MSP) industry is considered a strong advantage. As an Inside Sales Executive, you will play a crucial role in driving revenue growth and establishing strong relationships with potential clients.

Responsibilities
As a Technical Support Engineer, you will be responsible for:

• Maintaining Knowledgebase: Continuously update and maintain a knowledgebase of L1 support tickets to improve issue resolution efficiency and provide a valuable resource for the support team.
• Troubleshooting IT Infrastructure Issues: Diagnose and resolve technical issues related to our products or services, ensuring minimal downtime and optimal functionality for our customers.
• Product Insights: Collaborate with the product team to provide valuable insights based on customer feedback and support interactions, helping to drive product improvements and enhancements.

Typical Support Responsibilities

• Responding to customer inquiries and providing prompt, courteous, and effective technical support.
• Documenting support interactions and solutions for future reference.
• Escalating complex issues to higher-level support or development teams when necessary.
• Ensuring customer satisfaction by actively addressing and resolving their concerns.
• Working with IT Infrastructure Monitoring Tools: Utilize IT infrastructure monitoring tools to proactively identify and address potential issues before they impact customers.
• Troubleshooting Windows and Mac OS Systems: Provide expert-level troubleshooting support for Windows and Mac OS systems, resolving hardware and software issues effectively.
• IT Network Troubleshooting (Advantageous): Possessing experience in troubleshooting ITnetwork issues will be advantageous in addressing connectivity and network-related problems.
• Scripting Knowledge (Advantageous): Knowledge of shell, batch, or PowerShell scriptingis advantageous and can be used to automate routine tasks and streamline support processes.

To excel in this role, you should have the following qualifications:

• 6+ years of proven experience in providing technical support and customer service.
• Strong technical acumen and a passion for problem-solving.
• Excellent communication skills, both written and verbal.
• Familiarity with IT infrastructure monitoring tools.
• Proficiency in troubleshooting Windows and Mac OS systems.
• Knowledge of shell, batch, or PowerShell scripting is advantageous.
• Experience in troubleshooting IT network issues is advantageous.