Technical Support Engineer (General)

Gainesville, FL

Job Description

SharpSpring is looking for an experienced Technical Support Engineer to join our team in Gainesville, FL. We are looking for someone that can bring a broad range of technical and user support services to the organization. If you are interested in joining a growing, dynamic, and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!

The Technical Support Engineer will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house SharpSpring software application. You will also conduct comprehensive bug reports and test applications. Work is performed with little supervision and candidates should possess ample initiative and keen judgment skills.

Responsibilities

  • Provide technical support to SharpSpring customers worldwide
  • Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases while maintaining the quality of support provided
  • Formulate alternative or unique solutions to help customers achieve their goals
  • Answer phone calls to provide live support for customers
  • Identify and report bugs to senior support staff using JIRA
  • Work with internal teams to identify gaps and grow our knowledge base

Minimum Qualifications

  • 1-2 years experience supporting users in a business environment – specifically with SaaS solutions
  • Excellent verbal and written communication skills
  • Highly analytical mindset
  • Highly curious and inquisitive disposition
  • Excellent organizational and troubleshooting skills
  • Self-driven to succeed in current position, as well as driven to excel in overall career
  • Comfortable presenting and articulating concepts in front of small to medium sized audiences
  • Ability to manage workload based on changing priorities
  • Strong analysis design, documentation, problem solving, and organizational skills

Preferred Qualifications

  • College degree or courses related to technology or computer systems
  • Experience with HTML, CSS, and Javascript
  • Familiarity with case management systems like Zendesk
  • Familiarity with development tools like JIRA
  • Public speaking and/or training experience
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