Tech Support - 16009

Role:  Technical Support Engineer
Priority Location: Global
Working Hours: 8AM - 5PM EST
Salary Range: $1,400 - $1,800
Type of contract: Full-Time 
Type of job: Remote
 

About the Company: 
Our client builds hardware-over-IP devices that allow IT professionals and Managed Service Providers (MSPs) to securely manage remote servers from anywhere. Their plug-and-play devices combine simplicity with powerful capabilities—helping system administrators, engineers, and IT teams eliminate the need for on-site server access.

About the Role: 
Our client is looking for a Technical Support Engineer to help users troubleshoot issues, create clear documentation, and improve the overall customer experience. This is a hands-on role combining technical problem-solving, customer support, and content creation. The ideal candidate is a strong technical communicator who can explain complex networking and system topics clearly and empathetically. You’ll be the first line of communication for customers seeking help—and you’ll also build and maintain the documentation that helps prevent future issues. This position replaces a recently vacated role, so you’ll step into an established support workflow and immediately start making an impact.

Key Responsibilities:

• Customer Support: Respond to users who email our support inbox, diagnose issues, and provide detailed, user-friendly solutions.
• Technical Troubleshooting: Reproduce and resolve customer problems in your own home office using our devices and software.
• Documentation: Write and maintain high-quality support articles, FAQs, and product guides that empower users to self-solve.
• Tutorial Creation: Develop customer tutorials and walk-throughs (like this example tutorial) to help users get the most from our products.
• Knowledge Management: Continuously improve our documentation structure to ensure it remains comprehensive and up-to-date.
• Cross-Team Collaboration: Work closely with engineering and product teams to report recurring issues, suggest improvements, and support product launches.

Skills & Requirements:

• Native-level English writing skills — you’re a clear, professional communicator in writing and tone.
• Knowledge of networking principles — such as IP addressing, ports, and connectivity troubleshooting.
• Strong troubleshooting mindset — comfortable diagnosing and solving hardware/software issues independently.
• Self-sufficient work environment — ability to test, debug, and document from your own home setup.
• Technical curiosity — you enjoy learning new tools and explaining them simply.
• Bonus - Basic familiarity with Linux (comfortable using the command line, SSH, etc.), though not strictly required.

Ideal Traits:

You’re the kind of person who:

• Enjoys helping others and takes pride in clear communication.
• Can translate complex technical information into simple, actionable steps.
• Works independently and proactively documents what you learn.
• Thrives in a small, fast-moving company where your impact is visible.