The Customer Support Engineer is responsible for providing technical assistance and support to customers experiencing issues with Splan products. This role involves troubleshooting software problems, answering customer inquiries, and collaborating with internal teams to resolve complex issues. The position requires strong problem-solving skills, technical knowledge, and the ability to communicate effectively with both technical and non-technical audiences.

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Key Responsibilities

Technical Support:

• Diagnose and resolve customer-reported issues related to products or services via phone, email, chat, or remote access tools.

• Provide L1/L2 application production support to user.

• Ensure maximum uptime for multiple production system.

• Work to comply with SLA and OLA.

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Troubleshooting:

• Identify root causes of technical problems, ranging from software bugs to hardware malfunctions, and provide step-by-step solutions.

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Customer Communication:

• Explain complex technical concepts in a clear, concise, and user-friendly manner to customers with varying levels of technical expertise.

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Documentation:

• Log customer interactions, issues, and resolutions in a ticketing system for tracking and future reference.

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Product Feedback:

• Gather customer feedback and relay it to relevant teams to improve product functionality and user experience.

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Training & Onboarding:

• Assist customers with product setup, configuration, and best practices to maximize value and satisfaction.

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Knowledge Base Contribution:

• Create and update support documentation, FAQs, and guides to empower customers and streamline support processes.

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Qualifications

Education:

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field (or equivalent experience).

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Experience:

• 3+ years in a technical support, customer-facing, or engineering role (experience may vary by company).

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Technical Skills:

• Proficiency in troubleshooting software/hardware issues, familiarity with operating systems (e.g., Windows, Linux, macOS), and knowledge of relevant tools (e.g., Java, CRM software, remote desktop tools, ticketing systems like Zoho or Jira).

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Soft Skills:

• Excellent communication, patience, and the ability to handle frustrated customers calmly and professionally.

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Bonus Skills:

• Experience with programming/scripting (e.g. SQL), cloud platforms (e.g., AWS, Azure), or networking basics (e.g., TCP/IP, DNS).

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Benefits:

• 401(k)

• Health insurance

• Paid time off

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How to apply

Submit your application online with an updated resume and send it to careers@splan.com. Qualified candidates will be contacted for the next steps.

Work Location: Hybrid remote in Fremont, CA 94538