Support Engineer

Support Engineer

Responsibilities

• Provide customer support via email and phone, helping to resolve complex issues related to the product.
• Analyze how the product behaves, its settings, and unusual scenarios to find workable solutions.
• Keep internal documentation and knowledge base articles up to date; add new materials based on resolved cases and recurring issues.
• Communicate clearly and professionally with customers in both written and spoken form.
• Escalate issues when necessary, providing detailed and clear context.
• Work with team members and internal stakeholders to enhance the quality of support.

• 1–3 years of experience in a similar position.
• Strong written and verbal communication skills, with confidence in handling both email tickets and phone support.
• Experience maintaining internal documentation and knowledge bases.
• Ability to investigate product behavior, configurations, and non-standard cases.
• Capability to prioritize tasks independently and work in a results-oriented manner.
• Customer-focused mindset with a pragmatic approach to solving problems.
• English at B2+ level.