Product Support Engineer

We are looking for candidates who have experience in a technical support or help desk role, showcasing proven troubleshooting and triaging skills. A relevant degree, certification, or equivalent practical experience is necessary, along with a minimum of 2 years in a customer service or support environment. You should possess excellent communication skills, capable of remaining calm, empathetic, and solution-focused during customer interactions. Strong analytical, organizational, and teamwork abilities are essential. You will need to adapt to shifting priorities and make decisions under time constraints. Additionally, solid triage and troubleshooting expertise, along with a creative approach to problem-solving, are vital. A basic knowledge of operating systems (Windows and Mac) and an understanding of networking principles, including DNS, HTTP, IP, and VPNs, is required. Familiarity with Active Directory and Active Directory Certificate Services is a must, as well as the capability to analyze system logs (e.g., server, computer, mobile) for root cause identification. Experience troubleshooting workstation and mobile environments (Windows, Mac, iOS, Android) and an understanding of SaaS platforms and cloud infrastructure are also important.