Technical Support Engineer

— San Francisco office —

We believe that people should focus on what matters.

When we are able to focus on things that maximize our unique human qualities like strategy, creativity, empathy, and kindness, we all achieve more.

We believe that technology should support people, not the other way around.

Too often, technology requires us to change what we do because we can be flexible while technology cannot. This is fundamentally flawed.

We believe in the critical role operations play in designing the future of work.

The future of work is more than just about how we work, it’s about what we do. Operations teams are at the forefront of deciding the role people and technology play in businesses. We enable operations team to design the best future for everyone.

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
 
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. 
 

Responsibilities:

  • Research and identify solutions to customer issues
  • Diagnose and troubleshoot technical issues, including account setup and configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their account is fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

 

Requirements:

  • Proven work experience as a Technical Support Engineer, Support Engineer, Implementation Engineer or similar role
  • Hands-on experience with Web applications, REST APIs, Data integrations or connectors.
  • Good understanding of SaaS, Cloud and common software environments 
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
 

About Tonkean:

  • We’re working on freeing the world from mundane work 
  • We’re a group of entrepreneurs, visionaries, and problem solvers, who always challenge the status quo and settle for nothing less than in true innovation
  • Our customers love us, and we’re growing quickly
  • We’re backed by some of the top VC’s and Angels in Silicon Valley and Israel
  • We’re international, and have offices in both San Francisco and Tel Aviv

To apply kindly send your CV to jobs@tonkean.com 😄