Software Support Engineer

Job Description

We are looking for a skilled Software Support Engineer to join our team supporting a Microsoft 365 add-in that integrates across the entire M365 suite. This role is fully remote and focuses on delivering exceptional support for our customers’ power users and administrators who maintain and use our product.

Key Responsibilities:

• Provide first-class technical support for end users of our browser extension and other solutions.
• Troubleshoot issues related to user access, functionality, deployment, and content creation.
• Communicate effectively with both technical and non-technical customers ensuring clear explanation of issues and resolution steps.
• Support power users with configuration and content management tasks.
• Support admins with deployment, configuration, and troubleshooting tasks.
• Collaborate with internal teams to escalate complex issues and report bugs as needed.
• Help maintain documentation of known issues, procedures, and best practices for customer-facing support.
• Create, maintain, and update comprehensive documentation and help content for the support site aimed at improving user self-service experience.

Soft Skills:

• Exceptional customer service skills over email and on live screenshare calls; able to engage positively with both technical and nontechnical users to make answers seem simple.
• Empathy for customers who are frustrated by a problem, even if they caused it.
• The ability to coach someone to succeed rather than just provide an answer.
• Strong troubleshooting aptitude with focus on asking and observing before answering.
• Instinct for creating effective helpful, engaging, customer-facing videos, articles, and tutorials for our support site.
• Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET).
• Willing and able to overlap duties with others in the product team to solve problems and keep forward progress moving.

Deployment & Administration Expertise:

• Proficient with Microsoft Intune and / or Group Policy Objects (GPO) for browser management and configuration.
• Familiar with managing Dynamics 365 managed solutions – installation, updates, troubleshooting.
• Experience administering SharePoint App Catalog for deploying custom spfx addins.
• Experience deploying Teams apps through the Teams admin center.

Other Technical Skills:

• Strong knowledge of the browser dev tools within Edge and Chrome to examine HTML, CSS, console errors, performance, cookies, and local storage.

• Help write CSS or jQuery selectors to find specific elements on a given web page.

• Develop clear, effective prompts used in AI or chat-based support systems to enhance automated assistance capabilities (prompt engineering).

Microsoft 365 Platform Experience:

• Proficient in core Microsoft 365 apps such as SharePoint Online, Dynamics, Copilot, Outlook, OneDrive, Teams, etc.
• Familiarity with managing work items in Microsoft DevOps.

Minimum Technical and Work Environment Requirements:

• Internet Connection:

  • Primary internet connection with a minimum speed of 15 Mbps.
  • Backup internet connection with at least 10 Mbps.
  • Backup connection must be capable of supporting work during a power outage.

• Primary Device:

  • Desktop or laptop equipped with at least:

    • Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
    • A minimum of 8 GB RAM.

• Backup Device:

  • Must meet or exceed the performance of an Intel Core i3 processor.
  • Must be functional during power interruptions.

• Peripherals and Workspace:

  • A functioning webcam.
  • A noise-canceling USB headset.
  • A quiet, dedicated home office space.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.

• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.

• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.

• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.

• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.