Technical Support Engineer, Tier 1

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels.
• Follow up with customers post-troubleshooting to ensure full product functionality.
• Collaborate with the engineering team to address complex technical challenges.
• Work closely with the product team, incorporating customer feedback into product improvements.
• Build and maintain an internal knowledge base with useful guides and solutions.
• Continuously refine and enhance the customer support process for better efficiency.
• Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
• Participate in customer meetings when needed to troubleshoot and resolve issues directly.

• Have strong expertise in Microsoft Windows operating systems.
• Ability to identify and troubleshoot failed patch installations.
• Be familiar with PowerShell scripting and able to understand basic scripts.
• Proficiency in Mac OS and/or Linux platforms.
• Demonstrate knowledge of software deployment and configuration using install switches.
• Be skilled in reading, writing, modifying, and backing up the Windows registry.
• Have previous experience in technical support or customer service roles.
• Possess excellent problem-solving and communication skills, working effectively with customers and internal teams.
• Have solid experience troubleshooting software issues across various environments.
• Advanced English proficiency (C1–C2 level) is required.
• Experience with patch management solutions.
• Ability to analyze and interpret logs and event data.
• Knowledge of Windows Group Policy configuration and management.
• Familiarity with Windows servers and server management.
• A basic understanding of the Windows Security model and related protocols.
• Additional languages would be a plus, particularly Spanish and French.

• Engaging challenges and opportunities to solve real-world problems.
• Continuous professional growth and learning with cutting-edge technologies.
• A stable income, flexible working hours, and opportunities for advancement.
• A supportive and collaborative team of skilled professionals.
• A remote-first culture, offering flexibility and work-life balance.