Technical Support Engineer

Role Overview

We are looking for a proactive and technically adept Support Engineer to join our customer-facing team. In this role, you'll be responsible for resolving a wide range of technical issues—ranging from initial customer inquiries to complex problems requiring deeper investigation. This position is ideal for someone who thrives on troubleshooting, values documentation, and enjoys working closely with cross-functional teams to drive customer satisfaction and product excellence.

Responsibilities

• Act as the primary point of contact for technical support, responding to customer queries via email, chat, and ticketing platforms.
• Troubleshoot and resolve technical issues across a variety of environments, escalating only when deeper engineering expertise is required.
• Perform root cause analysis for recurring or complex incidents and propose long-term solutions or workarounds.
• Collaborate with engineering and product teams on bug tracking, feature enhancements, and systemic improvements.
• Accurately log issues, resolutions, and relevant details to maintain high-quality support documentation and internal knowledge bases.
• Guide customers through standard procedures and offer clear, concise solutions for common and advanced use cases.
• Use monitoring and diagnostic tools to proactively identify and address system-level or network-related issues.
• Contribute to support process improvements and play a key role in refining best practices for handling incidents.
• Mentor team members and share technical insights to enhance overall team capability and response quality.
• Participate in on-call rotations as needed to ensure 24/7 service continuity.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 2+ years of experience in a technical support, helpdesk, or related role.
• Strong problem-solving and debugging abilities with a customer-centric mindset.
• Proficiency in at least one scripting or programming language (e.g., Python, Bash, JavaScript).
• Solid understanding of system administration and basic networking principles.
• Excellent written and verbal communication skills; ability to explain complex topics in an accessible manner.
• Working knowledge of SQL and relational databases.
• Experience using monitoring, logging, or incident management tools.
• Familiarity with ticketing systems such as Clickup, Jira, or Freshdesk.
• Exposure to SaaS platforms, APIs, or cloud-based infrastructure.

Why Join Grant Assistant?

Impactful Work: Play a pivotal role in empowering organizations through grants and funding.

Professional Growth: Continuous learning, mentorship, and career advancement opportunities.

Inclusive Culture: A diverse and collaborative work environment where your voice is valued.

Flexibility: Flexible hours to support work-life balance.

Competitive Benefits: Market-aligned compensation and benefits.

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Grant Assistant is an equal opportunity employer.

 All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age