Tech Support Engineer

Notice that this vacancy is for the evening shift: 2 to 10 PM EST, Monday to Friday

At Cybele Software, we help organizations extend the life and value of their software. Whether they are looking to improve and empower remote work or turn their business-critical legacy apps into modern SaaS, our software enables customers to focus on what's most important: expanding and evolving their business.

We are looking for a dedicated and self-driven Tech Support Engineer - Evening Shift to join our team.As a Technical Support Engineer, you will play a crucial role in resolving intricate technical challenges and actively participating in the implementation of our cutting-edge software - all in all ensuring the best possible service to our USA and Canada clients.Key responsibilities:

- Conduct comprehensive analyses of client infrastructure to identify compatibility issues and potential challenges.
- Analyze and ascertain software solutions, adeptly troubleshoot technical intricacies, diagnose and rectify faults.
- Engage directly with clients to discern the root of their technical challenges, providing precise and timely customer feedback.
- Guide clients through comprehensive technical issue resolution processes, ensuring meticulous follow-up to guarantee case closure.
- Generate support in the form of features documentation, procedural documentation, and step-by-step instructions to facilitate seamless understanding.
- Conduct rigorous testing and evaluation of emerging technologies for potential integration with the product, as well as assess tools conducive to optimizing overall team functionality.
- Collaborate closely with clients' tech teams, fostering effective communication channels to enhance support during the lead conversion process.

About you:

- +5 years of prior experience in tech support or a similar role.
- High English level, good written and spoken communication.
- Proficiency in Windows operating systems and Windows server management.
- Familiarity with remote access protocols and tools.
- Experience with virtualization technologies.
- Knowledge of networking principles and troubleshooting.
- Proficient in utilizing CRM/JIRA tools for task management.
- Familiarity with Cloud platforms such as Azure, AWS, or IONOS. (Desirable)
- Experience in troubleshooting using logging tools. (Desirable)
- Basic understanding of web programming languages. (Desirable)

Why you’ll love working with us:
At Cybele Software, we are passionate about achieving our goals. We are proud to work in such a positive environment that promotes wellbeing, productivity, and personal, as well as collective, growth.
- A dynamic company that rewards high performers.
- Collaborative team environment that values multiple perspectives and clear thinking.
- Employees-first culture.
- Flexible working hours.
- Hybrid setting (2 work from home days).
- Free snacks, and fun events.
- Healthcare plan (OSDE).
- Club La Nación.
- A value-based culture where growth opportunities are endless.

Got what it takes? We‘d love to e-meet you