Technical Support Representative (L2)

We are seeking a remote, full-time Technical Support Representative (L2) with 2+ years of experience in a product support or technical support role to join our U.S. client. Candidates must have a strong background in customer support, troubleshooting, and technical communication, with experience supporting Windows environments and network configurations.

The ideal candidate will assist partners and customers in resolving technical issues while providing training and ongoing support to help facilitate global growth objectives. This role requires a resourceful, self-motivated professional who can manage both phone and email support requests while maintaining a high standard of customer service and technical expertise.

Protecting over 17,000 facilities in 80 countries across six continents, our client is a global leader in providing comprehensive visibility into critical infrastructure management, enabling swift problem resolution, waste reduction, and cost efficiencies while significantly elevating operational performance. The company's suite of software solutions enables customers to identify and remediate critical plant issues quickly, elevate plant operational performance, and ultimately drive safer, more efficient, always-on operations.

Responsibilities

• Resolve customer issues utilizing phone, email, and TeamViewer remote sessions while maintaining exceptional customer relationship and ticket management skills
• Collaborate with Product Management, Engineering, Channel Sales, and System Integrators to ensure successful issue resolution and customer satisfaction
• Manage and contribute to the online knowledge base with accurate and up-to-date technical information
• Identify, document, and report software bugs to internal teams
• Write technical documentation, support articles, and record how-to videos for customers and internal teams
• Provide technical training and support to customers as needed
• Maintain professionalism across all customer interactions, including phone, email, and in-person communication
• Organize and prioritize support issues effectively while managing multiple tasks and deadlines
• Other duties as required

Required Experience

• Excellent verbal and written English communication skills
• 2+ years of experience in a product support or technical support role
• Strong customer service, troubleshooting, and critical thinking skills
• Experience supporting Windows Server, TeamViewer, and Desktop Operating Systems
• Knowledge of Microsoft Excel
• Experience with network configurations
• Strong organizational, time management, and prioritization skills
• Ability to work independently, think outside the box, and maintain attention to detail
• Demonstrated ability to present professionally in customer-facing interactions

Preferred Experience

• Experience working with automation vendors such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens
• Experience supporting industrial software vendors, systems integrators, or industrial distribution channels
• Experience in troubleshooting hardware used with software applications
• Familiarity with SQL Server, IIS, and Domain/Active Directory environments. Experience with voice technologies such as VoIP
• Bachelor of Science degree in Computer Science or an Engineering discipline

Additional Information

• Enjoy a fun, fast-growing entrepreneurial company
• Be part of a highly collaborative learning culture, share knowledge, be inclusive, learn, and grow together. Embrace teamwork!
• Knowing your ideas are heard and matter, think big!
• You get to own your job and be recognized for your contributions. Work with smart and creative people
• Making mistakes is human. Let's learn from them. Be transparent!
• We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you!
• Start: ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team!