Technical Support Engineer
Posted 2025-04-06About Appspace:
At Appspace, weâre passionate about creating better work experiences for people everywhere, and weâre looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however youâre at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture thatâs helping people everywhere love where they work.
Your Role as a Technical Support Engineer:Â
Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.Â
A Day in the Life of a Technical Support Engineer:Â
- Respond to Customers technical support inquiries submitted by phone, email or chat meeting Customers SLA requirements
- Provide 2nd tier support, training, and mentorship to junior support team members to assist in resolving customer issues
- Deliver daily updates to Customers by phone, email, or case note entry
- Create knowledge base articles (WIKIâs) to document steps required for complex installations, upgrades, advanced troubleshooting, and known fixes
- Work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deploymentÂ
- Configure equipment to resolve connectivity issues and network-related challenges including firewalls, ports, TCP/IP settings, and complex security issuesÂ
- Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron, and other devices using Appspace softwareÂ
- Manage escalations in JIRA and be the liaison between the Support Team and the Product development teamÂ
- Prepare for and attend customer-facing meetings and provide accurate status updates on escalated issues
- Perform QA testing of new products and provide feedback to the Development teamÂ
- Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc.Â
- May require travel to customer locations to provide onsite advanced support and/or training
What Youâll Need:Â
- Must be organized and have excellent oral and written communication skillsÂ
- Creative problem resolution skills and the ability to solve problems by analytical reasoning rather than repetitive learning is requiredÂ
- Trustworthy, reliable, and customer-focusedÂ
- Ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level in layman's terms
- Proficiency in Windows XP/Windows, Windows 8 and 10 operating systemsÂ
- Troubleshooting experience with Windows 2008 R2/2012 R2, Windows Server 2012/2016 and 2019 including installations
- Knowledge of networking including LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls, and VPNÂ
- Experience with IIS configuration, website hosting, and Linux/Unix-like operating systems
- Experience with database queries on current versions of MySQL, MS SQL, and MongoDB
- Bachelorâs degree in IT/Computer Science, Engineering, or equivalent experience
- At least 3 yearsâ experience troubleshooting IT/Software applications; SaaS preferred
- 1+ years of troubleshooting Network/Security problems preferredÂ
- Working knowledge of JIRA and Salesforce preferred
The Perks of Working for Appspace:
For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.
Additional perks include:
- Generous PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- Appspace Quiet Fridays (No non-essential internal meetings scheduled)
- A casual dress work environmentÂ
Disclaimer:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.Â
Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.
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