Technical Support Engineer

About the role

Bamboohr is seeking a dedicated Technical Support Engineer to join our dynamic team in Yerevan. In this role, you will be at the forefront of our customer support operations, ensuring that our clients receive the highest level of service and technical assistance. You will work closely with both our engineering and customer service teams to resolve technical issues, provide solutions, and enhance the overall user experience of our products. This position is ideal for individuals who are passionate about technology and enjoy problem-solving in a fast-paced environment.

Key facts

What you'll do

• Provide first-line technical support to customers via various channels, including phone, email, and chat, ensuring timely and effective resolution of issues.
• Troubleshoot and diagnose technical problems related to our products and services, utilizing both internal tools and customer feedback.
• Collaborate with the engineering team to escalate complex issues and provide insights for product improvements based on customer interactions.
• Create and maintain comprehensive documentation of support processes, solutions, and customer interactions to enhance knowledge sharing within the team.
• Conduct training sessions and workshops for customers to help them better understand our products and maximize their usage.
• Monitor and analyze support metrics to identify trends and areas for improvement in our support processes.
• Assist in the development and implementation of new support tools and technologies to streamline operations and enhance customer satisfaction.
• Participate in product testing and quality assurance processes to ensure that new features meet customer needs and expectations.
• Engage with customers to gather feedback on product performance and suggest enhancements that could improve their experience.
• Stay updated on industry trends and advancements in technology to provide informed support and recommendations to customers.
• Work closely with cross-functional teams, including sales and marketing, to align customer feedback with business objectives and product roadmaps.
• Contribute to a positive team environment by sharing knowledge, best practices, and supporting colleagues in achieving departmental goals.

Requirements

• A minimum of 2 years of experience in a technical support or customer service role, preferably within the technology sector.
• Strong understanding of software and hardware troubleshooting techniques, with the ability to diagnose and resolve issues effectively.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Proficiency in using support ticketing systems and remote support tools.
• Familiarity with networking concepts and protocols, as well as experience with operating systems such as Windows and Linux.
• Ability to work independently and manage multiple tasks in a fast-paced environment while maintaining attention to detail.

Nice to have

• Experience with cloud-based technologies and services, such as AWS or Azure.
• Knowledge of programming languages or scripting (e.g., Python, JavaScript) to assist in troubleshooting and automation tasks.
• Previous experience in a customer-facing role within a SaaS company.
• Familiarity with Agile methodologies and participation in Agile teams.
• Certifications related to technical support or IT service management (e.g., ITIL, CompTIA A+).

Skills & tools

• Proficient in using customer relationship management (CRM) software and support ticketing systems.
• Familiarity with remote desktop support tools and diagnostic software.
• Strong analytical skills to interpret data and identify trends in customer support interactions.
• Ability to work collaboratively in a team-oriented environment while also being self-motivated.
• Excellent organizational skills to manage time effectively and prioritize tasks.

Practical notes

• This position is based in Yerevan, Yerevan, and requires the candidate to work on-site.
• The role may involve occasional after-hours support depending on customer needs.
• Candidates should be prepared to participate in ongoing training and professional development opportunities.
• Interested applicants can apply through the provided link: [Bamboohr Careers](https://aerodynamics.bamboohr.com/careers/224).

META

Company: Bamboohr

Title: Technical Support Engineer

Listed

location: Yerevan, Yerevan

Job type: Full-time