Technical Support Engineer

Technical Support Engineer at iScale Solutions in United States.

Role Summary

Category: IT Services

Requirements

Core Competencies

•  Strong analytical and problem-solving skills with the ability to troubleshoot independently
•  Customer-focused with strong interpersonal and communication skills
•  Ability to manage multiple tasks and prioritise effectively
•  Attention to detail and strong documentation practices
•  Proactive mindset with a commitment to continuous learning
•  Adaptability and openness to new tools and technologies
• Technical Competencies
•  Experience troubleshooting web-based or SaaS applications
•  Working knowledge of JavaScript debugging (e.g. browser developer tools)
•  Understanding of operating systems (Windows and/or Linux)
•  Knowledge of email systems and protocols (SMTP, SPF, DKIM, DMARC concepts)
•  Familiarity with Microsoft 365 / Exchange environments
•  Basic understanding of APIs (REST), JSON, XML, and SQL
•  Awareness of authentication methods (SSO, SAML, OAuth2)
•  Understanding of networking fundamentals (TCP/IP, client-server architecture)
•  Experience using CRM or ticketing tools (e.g. Salesforce)

Desirable

•  Exposure to ERP systems or system integrations
•  Familiarity with SaaS environments or ITIL practices

Educational Requirements

•  Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or
• equivalent practical experience).
•  Approximately 2–4 years’ experience in a technical support or similar IT role.
•  Experience troubleshooting application, system, or integration issues in a customer-facing
• environment.
•  Demonstrated ability to manage support cases independently and meet SLAs.
•  Experience working with CRM/ticketing systems and collaborating with cross-functional
• Details

Technical Support Delivery

•  Provide technical support for SaaS and related products, resolving a wide range of customer
• issues within SLAs.
•  Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes
• where possible.
•  Manage and resolve moderately complex technical issues independently, escalating more
• advanced cases as required.

Customer Engagement & Communication

•  Communicate confidently and professionally with customers and partners via written, phone,
• and video channels.
•  Provide clear explanations of technical issues and solutions to both technical and non-technical
• audiences.
•  Ensure a high level of customer satisfaction through proactive updates and reliable support.

Case Management & Documentation

•  Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and
• resolution.
•  Maintain accurate and detailed case records in CRM systems (e.g. Salesforce).
•  Contribute to and maintain knowledge base articles and technical documentation.

Collaboration & Escalation

•  Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues.
•  Escalate issues appropriately with sufficient investigation and context.
•  Support knowledge sharing within the team and assist less experienced colleagues when
• appropriate.

Continuous Improvement & Operations

•  Contribute to process improvements, team initiatives, and service optimisation.
•  Participate in training and continue to build product and technical expertise.
•  Effectively manage multiple priorities in a fast-paced environment.
•  Support crisis management processes when required.

About the Company

At iScale Solutions , we specialize in providing high-quality IT outsourcing services to global clients. With a strong commitment to excellence, we empower businesses by delivering innovative technology solutions tailored to their needs. Join our dynamic team and work on exciting projects with clients from various industries.