Technical Support Engineer

Job Overview

Technical Support Engineer 

Exterro is seeking a motivated and results-driven Technical Support Engineer (Tier 1) to join our dynamic Professional Services team. In this role, you will be client facing and support both internal and external customers. This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers. The Technical Support Engineer (Tier 1) is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support program. This position reports directly to the Manager of Customer Support and works cross functionally with the Professional Service teams playing a key role in the excellence and quality of our organization’s service delivery. The ideal candidate has a broad range of technical knowledge, strong troubleshooting skills, and a desire to learn. 

PLEASE READ IMPORTANT REQUIREMENTS:

Candidates must be located in US Eastern Time Zone and/or be able to work regular hours from 6am to 3pm Eastern Time. 

This role carries a Public Trust Designation and requires additional security screening and background checks. Details of the requirements can be found at https://www.opm.gov/forms Standard Form 85p

Responsibilities:

Technical Troubleshooting & Issue Resolution

• Work closely with team members and other internal departments (such as Training, Sales, and Engineering) to successfully troubleshoot and triage support tickets. 
• Perform initial intake, investigation, and resolution of customer-reported issues. 
• Escalate complex or unresolved issues to higher tier support or engineering teams as needed. 
• Perform other duties as assigned. 

Customer Support & Communication

• Confidently provide responsive and exceptional customer service to new and existing customers. 
• Assist and guide client support requests to conclusion while maintaining high standards of communication etiquette. 
• Capture client feedback and participate in product issue resolutions and product enhancement efforts. 
• Respond to customer issues assigned to you in a timely manner via email, chat, forum requests, and phone as required. 

Continuous Improvement

• Enter detailed information into ticket tracking system by following the ticket data entry policies and procedures. 
• Gather customer feedback to improve products and support processes. 
• Demonstrate the aptitude and willingness to do what it takes to learn new technologies and company products. 

Requirements:

• Bachelor’s Degree required. 
• Minimum 1-3 years of application support, IT support, or technical support experience.
• Ability to work a set schedule of 6:00 AM to 3:00 PM Eastern Time (ET), Monday through Friday.
• Proven ability to work on multiple projects at the same time with a high level of professionalism. 
• Strong desire to own and solve issues. 
• Excellent written and verbal communication skills. 
• Strong documentation skills with Microsoft Office Suite of products. 
• Remote support experience assisting end-user and technical support related issues.
• Must successfully obtain Public Trust Security clearance within 6 to 9 months of hire and maintain it throughout employment; continued employment is strictly contingent upon passing and keeping this clearance.

Preferred Experience:

• Knowledge of E-Discovery, Legal industry, and/or Forensics industry is a plus. 
• End user training experience a plus. 
• Windows, Linux, or IBM server hands-on experience preferred. 
• Relational databases (like MySQL, SQL Server, or PostgreSQL) and basic SQL queries hands-on experience preferred. 

Why Exterro? 

• Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world. 
• Growth Opportunity: Join a rapidly growing organization where there is room for learning, development and upward mobility. 
• Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported. 

Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check and drug screen. You will be required to sign a non-competition agreement for this role. 

We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $56,800-$65,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more. 

Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role. 

All employees are responsible for understanding and adhering to the organization’s security and privacy policies, procedures, and standards. As part of your role, you are expected to protect the confidentiality, integrity, and availability of information and systems within your scope of responsibility. Additionally, you are required to participate in mandatory security and privacy training and ensure that best practices are applied in all work activities.