What are the responsibilities and job description for the Support Engineer position at Best-Run Sоlutions?
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Support Engineer
Responsibilities
Support Engineer
Responsibilities
- Provide customer support via email and phone, helping to resolve complex issues related to the product.
- Analyze how the product behaves, its settings, and unusual scenarios to find workable solutions.
- Keep internal documentation and knowledge base articles up to date; add new materials based on resolved cases and recurring issues.
- Communicate clearly and professionally with customers in both written and spoken form.
- Escalate issues when necessary, providing detailed and clear context.
- Work with team members and internal stakeholders to enhance the quality of support.
- 1–3 years of experience in a similar position.
- Strong written and verbal communication skills, with confidence in handling both email tickets and phone support.
- Experience maintaining internal documentation and knowledge bases.
- Ability to investigate product behavior, configurations, and non-standard cases.
- Capability to prioritize tasks independently and work in a results-oriented manner.
- Customer-focused mindset with a pragmatic approach to solving problems.
- English at B2 level.