Support Engineer Level 2

About the role

As a , you will play a pivotal role in ensuring our clients receive exceptional technical support and assistance. You will be responsible for troubleshooting complex issues, providing solutions, and enhancing the overall customer experience. This position requires a blend of technical expertise and strong communication skills, as you will be collaborating with both customers and internal teams to resolve inquiries efficiently. Your contributions will be vital in maintaining the high standards of service that Hrfh is known for.

Key facts

What you'll do

• Provide advanced technical support to customers, addressing inquiries and resolving issues related to our products and services.
• Diagnose and troubleshoot software and hardware problems, utilizing a variety of tools and techniques to identify root causes.
• Collaborate with cross-functional teams, including product development and quality assurance, to escalate and resolve complex issues.
• Document all support interactions in our ticketing system, ensuring accurate and detailed records for future reference.
• Assist in the development of knowledge base articles and support documentation to improve the efficiency of the support team.
• Participate in training sessions to enhance your technical skills and stay updated on product changes and new features.
• Engage with customers through various channels, including email, phone, and chat, providing timely and effective responses.
• Monitor support metrics and KPIs, identifying trends and areas for improvement in the support process.
• Provide feedback to management regarding customer concerns and potential product enhancements based on support interactions.
• Assist in onboarding new support team members, sharing best practices and fostering a collaborative environment.
• Contribute to the continuous improvement of support processes and tools, ensuring we deliver the best possible service to our clients.
• Participate in on-call support rotation as needed, ensuring coverage for critical issues outside of regular business hours.

Requirements

• A minimum of 3 years of experience in a technical support role, preferably in a software or technology-focused environment.
• Strong understanding of networking concepts, operating systems, and troubleshooting methodologies.
• Excellent problem-solving skills, with the ability to think critically and analytically in high-pressure situations.
• Exceptional communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Ability to work independently as well as part of a team, demonstrating a proactive approach to tasks and responsibilities.
• Familiarity with cloud computing technologies and services is a plus.
• A degree in Computer Science, Information Technology, or a related field is preferred but not mandatory.

Nice to have

• Experience with scripting languages such as Python or Bash for automation tasks.
• Knowledge of database management systems and SQL.
• Previous experience in a customer-facing role within the tech industry.
• Certifications related to technical support or IT service management (e.g., ITIL, CompTIA A+).
• Familiarity with remote desktop tools and support software.
• Multilingual abilities, particularly in Spanish and English, are advantageous.

Skills & tools

• Proficient in using support ticketing systems (e.g., Zendesk, Jira) for tracking and managing customer inquiries.
• Strong knowledge of operating systems, including Windows, macOS, and Linux.
• Familiarity with cloud platforms such as AWS or Azure.
• Experience with remote support tools and software.
• Understanding of cybersecurity principles and best practices.
• Ability to quickly learn new technologies and adapt to changing environments.

Practical notes

• This position is based in Santiago, Santiago, and may require occasional travel for training or client meetings.
• Candidates must be eligible to work in Chile; visa sponsorship is available for qualified individuals.
• The work schedule may include shifts to accommodate customer needs, including evenings or weekends as necessary.
• Interested applicants can apply through the following link: [Hrfh Careers](https://hrfh.bamboohr.com/careers/58).

META

Company: Hrfh

Title: Support Engineer Level 2

Listed

location: Santiago, Santiago

Job type: Full-time