Remote Technical Support Jobs

Overview Networking & Cybersecurity Technical Support Consultant (LATAM remotely) What you will do Provide exceptional technical support via calls chats and emails Resolve support inquiries of various difficulties Gather data to ensure the required technical info is collected to resolve even more complex tickets Gather required technical information to ensure the resolution of complex cases Ensure customers' satisfaction with any interaction Maintain working knowledge of our client's products and services Securely work with customers' sensitive information Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues What you need to succeed in this role Excellent English communication skills (at least C1 for both spoken and written) Prior experience in tech support desktop support or a similar role is a must Strong troubleshooting and problem-solving skills attention to detail Basic understanding of networking (VPN/firewall/Amazon/Azure services network as a service cloud networking) is a must Basic understanding of cybersecurity working experience with ISP Customer-oriented and responsible attitude Excellent interpersonal skills Will be a great plus Experience with Zendesk or similar CRM systems Experience with engineers Degree in computer science or information technology Certification in Microsoft Linux or Cisco Experience with remote desktop applications and help desk software Benefits and Perks Flexible schedule Opportunity to work fully remotely Inclusive international environment Compensation in USD Good bonuses for referring friends Paid intensive training and probation Work-life balance Responsive management interested in your growth and long-lasting cooperation Greenhouse conditions for self-development The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees independent contractors may not be eligible for all of these. The specific terms including compensation benefits and work conditions will be clearly defined in your agreement if selected Who we are SupportYourApp is a Support-as-a-Service company that provides secure technical customer support and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since 2010 we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. We treat our team like our clients surrounding them with unlimited care an individual approach and a wholesome positive experience. We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English pointing out your outstanding skills! Visit our website: www.supportyourapp.com DISCLAIMER: We are a multinational company with unbiased views. The assessment of candidates is not affected by race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice. Seniority level Associate Employment type Contract Job function Customer Service Industries: IT Services and IT Consulting #J-18808-Ljbffr

### Job Title Supervisor Technical Support (Remote-Based USA) ### Job Description As a Technical Support Supervisor at Philips you will enhance Philips support to be the industry leader in medical device services driving customer loyalty and repeat business while leading a team of advanced engineers to provide exceptional solution management to our healthcare partners. Your role: Manage a 15 team of engineers to deliver effective solutions focusing on patient safety quality accuracy and communication. Achieve operational targets such as Applied Time/Utilization Service Level Remote Resolution Net Promoter Score Aged Work Orders and Employee Engagement. Oversee staffing training onboarding and ongoing development of staff. Handle workforce management payroll expenses employee time off and operational KPIs. Implement people performance management salary planning annual budget planning and maintain readiness for 24x7 customer escalations through lean principles and continuous improvement You're the right fit if: You’ve acquired 5+ years of experience in working in a technical or clinical role in MedTech Your skills include extensive organizational communication leadership customer service skills and have the ability to work in a deadline driven environment. You have a Bachelor's / Master's Degree in Health Science Architecture Engineering Business Management or equivalent You must be able to successfully perform the following minimum Physical Cognitive and Environmental job requirements with or without accommodation for this position . You’re a great coach and strong capabilities in people development. How we work together We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities generally at the customers’ or suppliers’ locations. This is a remote based role. About Philips We are a health technology company. We built our entire company around the belief that every human matters and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business . Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture. Philips Transparency Details The pay range for this position in (AZ AR ID IA KS KY LA ME MS MO NE NM OK SC SD TN UT or WV) is $84000 to $133000 The pay range for this position in (AL CO FL GA HI IL IN MI MN NV NH NC ND OH OR PA TX VT VA WI or WY) is $87750 to $140000 The pay range for this position in (AK DE MD NY RI or WA) is $92000 to $148000 The pay range for this position in (CA CT DC MA or NJ) is $98000 to $157000 The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills experience business needs geographical location and internal equity. In addition other compensation such as an annual incentive bonus sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program which includes a generous PTO 401k (up to 7% match) HSA (with company contribution) stock purchase plan education reimbursement and much more. Details about our benefits can be found here . At Philips it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Additional Information US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa now or in the future. # LI-FIELD #LI-PH1 This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

Overview Networking & Cybersecurity Technical Support Consultant (LATAM remotely) What you will do Provide exceptional technical support via calls chats and emails Resolve support inquiries of various difficulties Gather data to ensure the required technical info is collected to resolve even more complex tickets Gather required technical information to ensure the resolution of complex cases Ensure customers' satisfaction with any interaction Maintain working knowledge of our client's products and services Securely work with customers' sensitive information Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues What you need to succeed in this role Excellent English communication skills (at least C1 for both spoken and written) Prior experience in tech support desktop support or a similar role is a must Strong troubleshooting and problem-solving skills attention to detail Basic understanding of networking (VPN/firewall/Amazon/Azure services network as a service cloud networking) is a must Basic understanding of cybersecurity working experience with ISP Customer-oriented and responsible attitude Excellent interpersonal skills Will be a great plus Experience with Zendesk or similar CRM systems Experience with engineers Degree in computer science or information technology Certification in Microsoft Linux or Cisco Experience with remote desktop applications and help desk software Benefits and Perks Flexible schedule Opportunity to work fully remotely Inclusive international environment Compensation in USD Good bonuses for referring friends Paid intensive training and probation Work-life balance Responsive management interested in your growth and long-lasting cooperation Greenhouse conditions for self-development The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees independent contractors may not be eligible for all of these. The specific terms including compensation benefits and work conditions will be clearly defined in your agreement if selected Who we are SupportYourApp is a Support-as-a-Service company that provides secure technical customer support and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since 2010 we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. We treat our team like our clients surrounding them with unlimited care an individual approach and a wholesome positive experience. We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English pointing out your outstanding skills! Visit our website: www.supportyourapp.com DISCLAIMER: We are a multinational company with unbiased views. The assessment of candidates is not affected by race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice. Seniority level Associate Employment type Contract Job function Customer Service Industries: IT Services and IT Consulting #J-18808-Ljbffr

SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran a passionate technologist or looking to get your start join us as we work together to realize opportunities for everyone we proudly serve. At SitusAMC we are looking to match your unique experience with one of our amazing careers so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself advocate for others stay nimble dream big own every outcome and think global but act local – come join our team! This position acts as a liaison between SitusAMC and SitusAMC’s clients to facilitate the delivery and implementation of SitusAMC software and configuration into client production environments. Receives validates and routes software defects internally for resolution. Provides training to both clients and internal team members. Essential Job Functions: Acts within alignment of security roles. Specifications (Findings Extensions Enhancements) Documentation (User Guides Release Notes Configurations) Client Admin Client End-User and Internal trainings performs both on-site and utilizing VSD (Virtual Service Delivery) Upgrade Features Enhancements Issue Reviews and Custom Configuration demonstrations Application Configuration Setup and Installation Application Knowledge: SitusAMC Application knowledge and understanding of Business Concepts Experience with reading XML’s (Extensible Markup Language) preferred Testing of SitusAMC Applications for Project and Support-related activities Finding’s validation internal and external Specification and requirements analysis Such other activities as may be assigned by your manager Qualifications/ Requirements: 2-4 years of industry and/or relevant experience typically at an Analyst level role or external equivalent. Associate degree or equivalent from two-year college or technical school and one-year related experience and/or training or equivalent combination of education and experience Knowledge of: Internet browser software and Microsoft Office suite. Demonstrates required skills adapts to new technologies uses technology to increase productivity keeps technical skills up to date Competent in required job skills and knowledge exhibits ability to learn and apply new skills keeps up to date on current developments Identifies and resolves problems in a timely manner gathers and analyzes information skillfully works well in group problem solving situations Establishes and maintains effective relations exhibits tact and consideration helps and support to co-workers works cooperatively in group situations works actively to resolve conflicts Manages difficult customer situations responds promptly to customer needs responds to requests for service and assistance meets commitments Treats people with respect keeps commitments inspires the trust of others works with integrity and principles upholds organizational values Adapts to changes in the work environment manages competing demands changes approach or method to best fit the situation able to deal with frequent change delays or unexpected events Is consistently at work and on schedule arrives at meetings and appointments on time Follows instructions responds to management direction takes responsibility for own actions keeps commitments commits to additional hours of work on occasion when necessary to reach goals completes tasks on time or notifies appropriate person with an alternate plan requires minimal supervision Volunteers readily undertakes self-development activities takes independent actions asks for and offers help when needed Demonstrates accuracy and thoroughness looks for ways to improve and promote quality applies feedback to improve performance monitors own work to ensure quality #LI-ASI #LI-REMOTE Note: This job description is not intended to be all inclusive or exclusive. At any time employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume. The annual full time base salary range for this role is $70000.00 - $90000.00 Specific compensation is determined through interviews and a review of relevant education experience training skills geographic location and alignment with market data. Additionally certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans including medical dental vision life disability insurance and 401K in each case in accordance with the terms of the applicable plans. Pay Transparency Nondiscrimination Provision SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Know Your Rights Workplace Discrimination is Illegal

Passionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS Software or Hardware solutions? Join our team as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach. Excited? Let's see what it takes 💛 What you will do: Provide exceptional technical support via calls chats and emails Resolve support inquiries of various difficulties Gather data to ensure the required technical info is collected to resolve even more complex tickets Gather required technical information to ensure the resolution of complex cases Ensure customers' satisfaction with any interaction Maintain working knowledge of our client's products and services Securely work with customers' sensitive information Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues What you need to succeed in this role: Excellent English communication skills (at least C1 for both spoken and written) Prior experience in tech support desktop support or a similar role Strong troubleshooting and problem-solving skills attention to detail Technical background related to networking (VPN/firewall/Amazon/Azure services network as a service cloud networking) Basic understanding of cybersecurity working experience with ISP Customer-oriented and responsible attitude Excellent interpersonal skills Will be a great plus: Experience with Zendesk or similar CRM systems Experience with engineers Degree in computer science or information technology Certification in Microsoft Linux or Cisco Experience with remote desktop applications and help desk software Benefits and Perks: Flexible schedule Opportunity to work fully remotely Inclusive international environment Compensation in USD Good bonuses for referring friends Paid intensive training and probation Work-life balance Responsive management interested in your growth and long-lasting cooperation Greenhouse conditions for self-development The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees independent contractors may not be eligible for all of these. The specific terms including compensation benefits and work conditions will be clearly defined in your agreement if selected Who we are: SupportYourApp is a Support-as-a-Service company that provides secure technical customer support and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since 2010 we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. We treat our team like our clients surrounding them with unlimited care an individual approach and a wholesome positive experience. We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English pointing out your outstanding skills! Visit our website: www.supportyourapp.com DISCLAIMER We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYouApp Candidate Privacy Notice .

Passionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS Software or Hardware solutions? Join our team as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach. Excited? Let's see what it takes 💛 What you will do: Provide exceptional technical support via calls chats and emails Resolve support inquiries of various difficulties Gather data to ensure the required technical info is collected to resolve even more complex tickets Gather required technical information to ensure the resolution of complex cases Ensure customers' satisfaction with any interaction Maintain working knowledge of our client's products and services Securely work with customers' sensitive information Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues What you need to succeed in this role: Excellent English communication skills (at least C1 for both spoken and written) Prior experience in tech support desktop support or a similar role Strong troubleshooting and problem-solving skills attention to detail Technical background related to networking (VPN/firewall/Amazon/Azure services network as a service cloud networking) Basic understanding of cybersecurity working experience with ISP Customer-oriented and responsible attitude Excellent interpersonal skills Will be a great plus: Experience with Zendesk or similar CRM systems Experience with engineers Degree in computer science or information technology Certification in Microsoft Linux or Cisco Experience with remote desktop applications and help desk software Benefits and Perks: Flexible schedule Opportunity to work fully remotely Inclusive international environment Compensation in USD Good bonuses for referring friends Paid intensive training and probation Work-life balance Responsive management interested in your growth and long-lasting cooperation Greenhouse conditions for self-development The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees independent contractors may not be eligible for all of these. The specific terms including compensation benefits and work conditions will be clearly defined in your agreement if selected Who we are: SupportYourApp is a Support-as-a-Service company that provides secure technical customer support and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since 2010 we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. We treat our team like our clients surrounding them with unlimited care an individual approach and a wholesome positive experience. We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English pointing out your outstanding skills! Visit our website: www.supportyourapp.com DISCLAIMER We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYouApp Candidate Privacy Notice .

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for NTT America. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow belong and thrive. Your day at NTT DATA The Networking Remote Technical Support Engineer (L1) is an entry level engineering role responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests process events and resolution incidents result in zero missed service level agreement (SLA) conditions. Key Responsibilities Maintains the support process and ensures that requests for support are handled according to the procedures. Uses service assurance software and tools to investigate and diagnose problems collect performance statistics and create reports working with users other staff and suppliers as appropriate. Identifies and resolves problems following agreed procedures. Carries out agreed maintenance tasks. Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required. Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiates or reports these actions. Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents and follow up until incident is resolved. Provides service recovery following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Maintains secure accurate complete and current configuration on configuration items (CIs). Applies tools techniques and processes to track log and correct information related to CIs ensuring protection of assets and components from unauthorized change diversion and inappropriate use. Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures. Maintains knowledge of specific specialisms provides detailed advice regarding their application. Ensures efficient and comprehensive resolution of incidents including ensuring that repairs are carried out by coordinating product requests working with other team members. Provides continuous feedback to clients and affected parties and update all systems portals and ticketing tools as prescribed by standard operating procedures. Identifies problems and errors prior to or when they occur. Logs all such incidents in a timely manner with the required level of detail with all the necessary. Cooperates with all stakeholders including client IT environments vendors carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution. To Thrive In This Role You Need To Have Working knowledge of technical documentation. Knowledge on management agent concepts redundancy concepts and remote console architecture within supported technical domain. Knowledge of vendor technologies such as Cisco Juniper Aruba RiverBed etc. Customer service orientated and pro-active thinking. Problem solver who is highly driven and self-organized. Good attention to detail. Good analytical and logical thinking. Excellent spoken and written communication skills. Team player with the ability to work well with others and in group with colleagues and stakeholders Academic Qualifications And Certifications Bachelor's degree or equivalent in Information Technology or Computing or related field. Associate level certification in different Networking technologies such as Cisco Juniper Aruba F5 CCNA JNCIA ACMA etc. Required Experience Entry level experience in Networking technologies such as routing switching Wireless SDI distribution core and access layers. Entry level experience in technical support to clients. Entry level experience in diagnosis and troubleshooting. Entry level experience providing remote support in Networking technologies. Entry level experience in relevant technology. Workplace Type About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category. Join our growing global team and accelerate your career with us. Apply today. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity please contact us (global.careers@nttdata.com) . If you have questions about this posting please contact support@lensa.com"

Passionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS Software or Hardware solutions? Join our team as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach. Excited? Let's see what it takes 💛 What you will do: Provide exceptional technical support via calls chats and emails Resolve support inquiries of various difficulties Gather data to ensure the required technical info is collected to resolve even more complex tickets Gather required technical information to ensure the resolution of complex cases Ensure customers' satisfaction with any interaction Maintain working knowledge of our client's products and services Securely work with customers' sensitive information Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues What you need to succeed in this role: Excellent English communication skills (at least C1 for both spoken and written) Prior experience in tech support desktop support or a similar role Strong troubleshooting and problem-solving skills attention to detail Technical background related to networking (VPN/firewall/Amazon/Azure services network as a service cloud networking) Basic understanding of cybersecurity working experience with ISP Customer-oriented and responsible attitude Excellent interpersonal skills Will be a great plus: Experience with Zendesk or similar CRM systems Experience with engineers Degree in computer science or information technology Certification in Microsoft Linux or Cisco Experience with remote desktop applications and help desk software Benefits and Perks: Flexible schedule Opportunity to work fully remotely Inclusive international environment Compensation in USD Good bonuses for referring friends Paid intensive training and probation Work-life balance Responsive management interested in your growth and long-lasting cooperation Greenhouse conditions for self-development The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees independent contractors may not be eligible for all of these. The specific terms including compensation benefits and work conditions will be clearly defined in your agreement if selected Who we are: SupportYourApp is a Support-as-a-Service company that provides secure technical customer support and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since 2010 we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. We treat our team like our clients surrounding them with unlimited care an individual approach and a wholesome positive experience. We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English pointing out your outstanding skills! Visit our website: www.supportyourapp.com DISCLAIMER We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYouApp Candidate Privacy Notice .

Application (Customer) Tech Support Engineer - US Based (remote) Kneat enables regulated organizations to move from paper-based validation to intelligent digitized paperless solutions. And we do it through the ongoing development of a powerful purpose-built software platform. In 2014 after eight years of intensive software development we launched Kneat Gx—the world’s most advanced validation software to help revolutionize the speed precision transparency and intelligence of validation in the Life Sciences sector. Our solution is now used by some of the world’s leading Life Sciences companies. What we’re looking for: As Kneat continues to expand we are looking for an enthusiastic Application Technical Support Engineer to join our global Customer Tech Support team based remotely in the US. Position overview: Reporting to our Customer Tech Support Manager the Application (Customer) Tech Support Engineer will provide application technical support for our Kneat Gx customers for the US region. This is a remote role working as part of a global team. The successful candidate will be an individual who is customer orientated highly motivated with a demonstrated ability to work under pressure by handling multiple tickets simultaneously as well as learning new products/technologies skills and procedures along the way. You will work as part of an overall service desk support team to ensure that all issues and requests submitted to the centralised service desk and assigned to your queue are dealt with promptly appropriately and courteously. The role will also require awareness and compliance with established SLAs and will also require the role holder to conform to all Information and Cyber Security policies and procedures that are in place. If this sounds like you we want to hear from you! Responsibilities: Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers Conducting regular follow ups with customers with recommendations updates and action plans associated with tickets/issues. Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue until it is completely resolved. Analysis of software issues reported identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements. Ability to diagnose address application issues. Exceptional ability to provide front-end support to internal departments and web-based clients. The ability to analyse log files and find problems based on exceptions recorded in application log files The ability to identify steps to reproduce software issues that have been reported by our customers Development of workarounds for software issues reported where workarounds do not already exist. Creation and maintenance of knowledge base content for peers and customer use and reference ensuring that known issues and workarounds are clearly documented in the knowledge base. Identification of training needs for customers and development of operation documents to address these issues. Collaboration with the Development QC and QA teams on issue resolution providing feedback to Development and QC to help improve the product quality and reliability. Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups. Communicating application problems and issues to key stakeholders including Management Engineering Professional Services and Sales teams.' Contribute to the development and implementation of a best-in-class multi-level customer support model in consultation with other functions and stakeholders that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology. Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures. Becoming an application expert and training resource for the Customer Support team. Preparing end user and technical user documentation. Supporting Operations and Sales teams in the field for all project requirements including specification development to customer requirements installs upgrades configuration. Attending customer meetings/sites when required to support issues installations training go lives review meetings always providing a high level of customer service. Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues. Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system ensuring traceability between Zendesk and Azure DevOps. Contributing to the continuous improvement of tech support strategies and productivity. Minimum qualifications: Bachelors degree in software engineering computer science information technology information systems computer engineering or similar. Minimum of 2 years’ hands-on experience. Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. Logical approach to problem solving self-motivated and enthusiastic. Strong interpersonal communication and customer service skills are needed to work successfully with customers in high urgency and/or ambiguous situations. Experience in a technical customer-facing role. Excellent written and verbal communication skills in English as this will be a customer-facing role. Demonstrate a proactive approach and ability to prioritise own workload. Willing to travel if required Nice to haves: Experience working with programming languages Working knowledge of SQL databases would be advantageous. Working knowledge of front-end and back-end programming languages would be advantageous e.g.: chrome dev tools HTML etc. What we offer you: At Kneat we truly value ideas and collaboration so we’ve created an environment that builds protects and celebrates teamwork. Our strong culture is central to our continued success. We offer programs and rewards that one would expect from a highly successful and growing technology company. A fantastic culture team and energy. Competitive compensation. Comprehensive benefits package. Flexible work arrangements. Training and professional development. Kneat is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to Equal Employment Opportunity (EEO) regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities or special needs to perform these essential functions. If you have a disability or special need that requires accommodation to complete this application form please contact us at +353 (0)612 038 26 (Ext 2004) or email us at hr@kneat.com for assistance.

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20000 companies worldwide Aircall unifies voice and digital channels into one seamless platform offering one-click integrations with leading CRMs and over 100 business tools. With real-time AI-powered insights and feedback AI agents and automation we help sales and support teams save time on routine tasks uncover opportunities and deliver exceptional customer experiences. With a global team of 600+ across nine offices Paris New York San Francisco Sydney Madrid London Berlin Seattle Mexico City Aircall is transforming how businesses connect with their customers driving smarter conversations deeper relationships and measurable success.How We Work at Aircall: At Aircall we believe in customer obsession continuous learning and delivering extraordinary outcomes. We value open collaboration taking ownership and making smart informed decisions with speed and precision. If you thrive in a fast-paced team-driven environment where curiosity trust and impact matter you'll fit right inAbout the role:As a Technical Support Specialist you will join a team that operates as a second point of contact for Aircall's customers across the globe. You will work directly with them to help solve complex technical and operational questions. As a Technical Support Specialist you will have a direct impact on their ability to make and receive phone calls leverage the right products/integrations and grow their business. Every day you will be working with multiple teams across Aircall such as Success Engineering Product Onboarding and Sales to provide white glove service and support. Our team is customer-focused highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Aircall being a 24/5 business we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams. This role can be based remotely in Mexico with working hours of 9-6 pm est or equivalent. ➡ Key Responsibilities: ➡ Receive and respond to escalated Customer cases regarding technical and functional questions or issuesHandle a variety of complex issues dealing with various platforms operating systems applications integrations inbound / outbound calling caller ID calling features etc. Analyze reproduce and be part of the resolutionAssist the Frontline Support team to train them on some specific topics and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentationWork closely with developers and product management colleagues to diagnose understand and resolve issues. Mitigate risks in potential features and bring best practices to the Customer Support TeamTake ownership with internal and external stakeholders to define and resolve systemic issues suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvementsMonitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction Qualifications: ➡ Preferred experience:Strong problem-solving decision-making and critical-thinking skillsYou are familiar with working in remote or hybrid environmentsPrevious experience in a client-facing technical role for a SaaS or telecom businessAbility to convey complex ideas in layman's termsComfortable multitasking in a fast-paced environment familiar with organizing workflows and be process orientedCommitted ambitious team player and outcome orientedSoft skills:Aptitude for understanding providing excellent customer service including clear communication problem solving and technical writing skills in English (Other Languages are a plus)Good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environmentPositive self-starter willing to dig into complex issues able to take direction and work within a team environmentWillingness to consistently improve and try different approaches and perspectivesEmpathetic and active listener with the ability to see each situation from someone else’s viewpointAptitude to learn and support new products and featuresMotivation to learn by yourself and seek knowledgeHard skills:Basic understanding of telephony routing including IVR ACD DTMFFoundational understanding of the OSI modelExperience using and managing ticket-based enterprise workflow management systems applying ITIL concepts. Familiarity with Zendesk and Atlassian products notability JIRAFoundational knowledge about Operating Systems (Windows Mac OS Android iOS)VoIP QoS WAN & LANSoft Switch & SIP providersWebRTC applicationsIP protocols ➡ We know that success comes from clever work and deserves recognition and reward.We value people who are bold ambitious collaborative and customer-centric. We are a global community growing together.If you love a good challenge enjoy solving meaningful problems and want to be a part of one of the fastest-growing B2B startups then Aircall is the company you are looking for!Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best and foster an environment you can do it in.Why join us?🚀 Key moment to join Aircall in terms of growth and opportunities💆‍♀️ Our people matter work-life balance is important at Aircall📚 Fast-learning environment entrepreneurial and strong team spirit🌍 45+ Nationalities: cosmopolite & multi-cultural mindset💶 Competitive salary package & benefitsDE&I Statement: At Aircall we believe diversity equity and inclusion – irrespective of origins identity background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.  We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds. Find our Candidate Privacy Notice Here.