Technical Support Engineer

About the role

Fireberry is looking for a Technical Support Engineer to provide prompt, professional assistance to its growing global customer base. You will troubleshoot software issues, guide users through resolutions, and help ensure a best‑in‑class support experience.

Key responsibilities

• Respond to customer inquiries via phone, email, or chat, delivering technical support and troubleshooting.
• Diagnose software issues and guide customers through step‑by‑step resolutions.
• Escalate complex problems to higher‑level support teams while maintaining proper documentation.
• Assist customers with product installations, configurations, and updates.
• Collaborate with developers, engineers, QA, and other cross‑functional teams to address concerns.
• Document customer interactions and actions taken in the ticketing system.
• Provide proactive education and self‑help resources to reduce repetitive inquiries.
• Gather customer feedback and share insights with product and engineering teams.

Required profile

• Minimum 1 year of technical support experience, preferably in a SaaS environment.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Ability to multitask, prioritize, and manage time in a fast‑paced environment.
• Excellent problem‑solving and analytical abilities with attention to detail.
• Native English speaker.

Required skills

• Experience with ticketing systems.
• Experience with customer relationship management (CRM) software.