Support Engineer
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Job Description
Support Engineer providing post-sales support for telecommunications clients. Engaging in technical troubleshooting and assisting solution deployments with international clients.
Responsibilities:
- Provide customer support, technical assistance, and post-sales engineering services to international clients.
- Support solution deployments, system configuration, and troubleshooting activities in both remote and on-site settings.
- Serve as a primary technical point of contact for assigned clients.
- Investigate and resolve technical issues using ticketing systems and support tools.
- Document configurations, troubleshooting steps, and process updates in clear technical documentation.
- Deliver client-facing presentations, training sessions, and status updates as needed.
- Collaborate with engineering, product, and operations teams to escalate and resolve complex technical issues.
- Ensure customer expectations are effectively managed and aligned with project requirements.
- Maintain organized workflows and handle multiple priorities in a fast-paced environment.
- Travel internationally (up to 60%) to support customer deployments, training sessions, and on-site troubleshooting.
- Provide support outside standard business hours when required.
Requirements:
- Minimum 5 years of experience in customer support, technical support, or post-sales engineering roles, preferably in technology or telecommunications.
- Proven experience supporting solution deployments and troubleshooting in customer-facing environments.
- Solid understanding of networking fundamentals (e.g., IP networking, VPN, routing).
- Familiarity with hardware and software deployments in telecommunications or related technology environments.
- Ability to read, understand, and create clear technical documentation.
- Proficiency with collaboration and communication tools (MS Teams, Zoom, Slack, email clients).
- Skilled in using ticketing systems and support platforms to track interactions and issues.
- Strong verbal and written communication skills in English; Spanish is a strong asset (native Spanish preferred).
- Confident presenting to clients and internal technical teams.
- Strong organizational skills and ability to manage several priorities simultaneously.
- Valid passport and ability to meet international visa requirements.
- Willingness to travel internationally up to 60% of the time.
- Flexibility to work outside normal business hours when required by client needs.
- Customer-first mindset with excellent interpersonal skills.
Benefits:
- Work in a fast paced startup environment full of growth opportunities.
- Travel as part of the work arrangement, this role would at points be traveling to Polus clients across the globe.
- Highly flexible work schedule (no strict 9-5 stuff).
- Company sponsored learning and development opportunities.
- A small yet culturally diverse team, spanning almost every single continent.
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