As a Support Engineer, you'll be responsible for providing high level technical support to our customers. Responsibilities Respond to customer inquiries via email, phone, and live chat in a professional and courteous manner Troubleshoot and resolve customer issues related to our platform Document and track customer inquiries and resolutions in our ticketing system Collaborate with the development team and projects team to escalate complex issues and ensure timely resolution Proactively identify and suggest solutions to improve the customer experience Stay up to date on the latest developments and features of our platform Qualifications and Experience Relevant tertiary qualification specialising in Computer Science. 2 years of experience in technical support, preferably in a SaaS environment Strong technical knowledge of cloud computing and web-based applications Excellent written and verbal communication skills Ability to work independently and in a fast-paced environment Familiarity with ticketing systems, particularly ConnectWise Manage is helpful Experience with SQL a must and scripting a plus
