Splashtop - Cupertino, CA
posted 4 months ago
As a Technical Support Engineer I at Splashtop, you will play a crucial role in providing exceptional technical support and consultation services to our end-users. Your primary responsibilities will include assisting customers with issue identification, reproduction, and resolution through various channels such as a ticketing system, phone, and chat. You will be expected to identify and escalate priority issues according to customer specifications, redirect problems to the appropriate engineering groups, and ensure that issues are closed satisfactorily with customers. Additionally, you will perform customer training and demonstrations, accurately process and record call transactions using designated tracking software, and liaise between sales, customer success, product teams, and customers to address problems and feedback effectively. Staying current with Splashtop product information, changes, and updates is essential for this role. You may also be required to provide holiday, weekend, and off-hour coverage as needed. This position is ideal for individuals with a technical background who possess a problem-solving attitude and the ability to articulate concepts clearly to end-users. You will be working in a hybrid environment, expected to be in the office 2 to 3 days a week, which fosters collaboration and innovation among team members.