Technical Support Engineer, Night Shift

Welcome to Workwarp: A Leader in Law Enforcement and Corporate Security Solutions Imagine being part of a team that is revolutionizing the way law enforcement and corporate security organizations operate. At Workwarp, we are committed to building a platform that saves time, money, and lives. As a rapidly growing firm, we are seeking talented individuals who share our passion for innovation and customer satisfaction. Our company culture is built on the principles of teamwork, creativity, and a relentless pursuit of excellence. If you are a motivated and skilled technical support professional looking for a new challenge, we want to hear from you. Job Overview: Technical Support Engineer, Night Shift We are seeking a highly skilled and experienced Technical Support Engineer to join our team on a night shift basis. As a Technical Support Engineer, you will play a critical role in delivering exceptional customer support to our clients, troubleshooting complex technical issues, and resolving problems in a timely and efficient manner. You will be working remotely from the USA, and your dedication to providing top-notch support will be rewarded with a competitive salary, excellent benefits, and opportunities for career growth and development. Key Responsibilities: Take ownership of customer issues reported and see problems through to resolution, ensuring prompt and accurate feedback to customers Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, utilizing strong problem-solving skills and technical knowledge Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams, ensuring seamless collaboration and effective issue resolution Provide support to clients outside standard business hours, working on dedicated night shifts (12-hour shifts, 3-4 shifts per week, including weekends) Prepare accurate and timely reports, documenting knowledge in the form of knowledge base tech notes and articles, and following SLAs for issues with respect to severity Collaborate with the customer operations and development teams to troubleshoot complex software and hardware issues, working both independently and as part of a team Essential Qualifications: 3-5 years of proven experience in a heavy customer-focused position involving technical knowledge of a company's products and services Bachelor's Degree in Technology, Computer Science, or a related field Strong problem-solving skills, excellent client-facing skills, and excellent written and verbal communication skills Ability to work well with a small, agile, highly competent team, and passion for working with technology and creating high-quality technology products Comfortable working in and assisting others through company help desk software, such as Zendesk, and other remote access desktop programs Preferred Qualifications: Working knowledge/experience of operating systems, web services, databases, cloud environments (Azure/AWS), SQL, and APIs Experience with scripting languages Experience managing/mentoring other team members Skills and Competencies: Strong technical skills, with the ability to troubleshoot complex software and hardware issues Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork Strong problem-solving and analytical skills, with the ability to think critically and outside the box Ability to adapt to changing priorities and deadlines, with a strong focus on delivering results and meeting customer expectations Career Growth and Development Opportunities At Workwarp, we are committed to helping our employees grow and develop in their careers. As a Technical Support Engineer, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and professional development courses. You will also have the opportunity to work on complex and challenging projects, collaborating with experienced professionals and contributing to the development of innovative solutions. Work Environment and Company Culture Our company culture is built on the principles of teamwork, creativity, and a relentless pursuit of excellence. We believe in fostering a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed. As a remote worker, you will be part of a distributed team, collaborating with colleagues from diverse backgrounds and locations. You will also have access to a range of tools and resources, including state-of-the-art technology, training and development programs, and employee recognition and reward schemes. Compensation, Perks, and Benefits We offer a competitive salary range of $70,000-$80,000 per year, plus a 10% differential for working outside of normal business hours. You will also have access to excellent health, dental, and vision insurance (70% company paid), unlimited paid time off, and a 401k with company matching. As a remote worker, you will have the flexibility to work from home, with the opportunity to balance your work and personal life. Conclusion: If you are a motivated and skilled technical support professional looking for a new challenge, we want to hear from you. As a Technical Support Engineer at Workwarp, you will have the opportunity to work on complex and challenging projects, collaborate with experienced professionals, and contribute to the development of innovative solutions. You will also have access to a range of training and development opportunities, a competitive salary and benefits package, and a positive and inclusive work environment. Apply now and take the first step towards a rewarding new role. Submit Your Application Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. Apply for this job