Technical Support Engineer

Your Role as a Technical Support Engineer:

The primary purpose of the Technical Support Engineer is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. In addition to resolving customer issues via our ticketing system, remote sessions, and live video, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure customers receive timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent.

A Day in the Life of a Technical Support Engineer:

• Provide first response and technical support for issue resolution via our ticketing system and remote sessions
• Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause
• Communicate proactively with customers to keep them informed throughout the resolution process
• Build and maintain self-service resources — guides, FAQs, and troubleshooting materials — for frequently encountered customer questions
• Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support
• Escalate cases requiring advanced technical skill with clear and thorough handoff documentation
• Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate
• Stay organised and document all customer interactions using our ticketing tools and other related tools
• Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards.
• Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities.
• Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.

What You'll Need:

Communication & Presence

• Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds
• Comfortable and professional on camera — this role includes live video sessions with customers
• Outgoing, helpful, and passionate about providing excellent customer service
• A collaborative approach to teamwork; you share knowledge and actively support your colleagues
• Understands that good documentation isn't just for humans; clarity and structure in knowledge content directly impact AI resolution quality

Technical Aptitude

• Genuine technical curiosity — you're the person friends and family turn to for tech help
• Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus
• Demonstrated proficiency