Growing software firm in Hoboken is seeking an IT Support Engineer.

4 days/week remote.

Responsibilities:

• Responsible for customer support in their ongoing usage of the software via phone, e-mail, and our ticketing system.
• Receive and manage customer support requests, including installation, deployment, upgrade, software errors, functional queries, and configuration updates.
• Work on resolving the request from the time it is reported until it is fixed.
• Track the requests from creation to closure in our ticketing system.
• Ensure an efficient escalation of the requests to the relevant team whenever needed (infrastructure engineers, product development) and communicate regular updates to the customer throughout the resolution process.
• Help to maintain support tools up to date, such as product and support documentation.

Skills and experience:

• Outstanding written and verbal communication skills.
• Ability to interact with any level within an organization, from end users to IT managers and C-level.
• Bachelor in Computer Science + 2 years of experience, preferably in software support.
• Fully proficient in MS Excel and word processing tools.
• Analytical skill set, problem-solving oriented.
• Ability to work independently or within a team.
• Knowledge of IT architectures (Network, Client Server Applications, WEB).
• Knowledge of database management systems (MySQL, SQL Server, Oracle, PostGreSQL).
• Knowledge of operating systems (Windows, UNIX).
• Can use support tools such as ticketing, bug tracking, screen sharing, and remote control tools.

French or Spanish skills are a plus.

Benefits:

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• HSA & FSA
• Tuition reimbursement

• Quarterly bonuses