Software Support Engineer

• Provide first-class technical support for end users of our browser extension and other solutions.
• Troubleshoot issues related to user access, functionality, deployment, and content creation.
• Communicate effectively with both technical and non-technical customers ensuring clear explanation of issues and resolution steps.
• Support power users with configuration and content management tasks.
• Support admins with deployment, configuration, and troubleshooting tasks.
• Collaborate with internal teams to escalate complex issues and report bugs as needed.
• Help maintain documentation of known issues, procedures, and best practices for customer-facing support.
• Create, maintain, and update comprehensive documentation and help content for the support site aimed at improving user self-service experience.

• Exceptional customer service skills over email and on live screenshare calls; able to engage positively with both technical and nontechnical users to make answers seem simple.
• Empathy for customers who are frustrated by a problem, even if they caused it.
• The ability to coach someone to succeed rather than just provide an answer.
• Strong troubleshooting aptitude with focus on asking and observing before answering.
• Instinct for creating effective helpful, engaging, customer-facing videos, articles, and tutorials for our support site.
• Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET).
• Willing and able to overlap duties with others in the product team to solve problems and keep forward progress moving.

• Proficient with Microsoft Intune and / or Group Policy Objects (GPO) for browser management and configuration.
• Familiar with managing Dynamics 365 managed solutions – installation, updates, troubleshooting.
• Experience administering SharePoint App Catalog for deploying custom spfx addins.
• Experience deploying Teams apps through the Teams admin center.

• Strong knowledge of the browser dev tools within Edge and Chrome to examine HTML, CSS, console errors, performance, cookies, and local storage.
• Help write CSS or jQuery selectors to find specific elements on a given web page.

• Develop clear, effective prompts used in AI or chat-based support systems to enhance automated assistance capabilities (prompt engineering).

• Proficient in core Microsoft 365 apps such as SharePoint Online, Dynamics, Copilot, Outlook, OneDrive, Teams, etc.
• Familiarity with managing work items in Microsoft DevOps.

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.

• Peripherals and Workspace:

• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

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