Remote Support Engineer (Remote Job Software)

Shaping Seamless Experiences for Remote Teams

Picture yourself as the go-to expert who transforms technical confusion into clarity, no matter where your colleagues or customers are located. As a Remote Support Engineer, every message you send, every issue you resolve, and every solution you propose ripples across thousands of users relying on our software to power their remote work lives. This isn’t about checking tickets off a list—it’s about championing productivity, building trust, and empowering users to thrive from anywhere.

What You’ll Tackle

There’s a unique satisfaction in being the person who turns challenges into confidence for others. You won’t just respond to support tickets—you’ll become the friendly face and voice behind our remote software, ensuring issues are solved swiftly, and users feel understood every step of the way. When a product feature stumps someone in Manila or a new workflow confuses a user in Manchester, you’ll make things simple, accessible, and even a little bit delightful.

Your day will begin with a deep dive into our ticketing queue, prioritizing not only by urgency but also by user impact. Some issues will require a prompt response, while others will necessitate creative investigation and collaboration to resolve. You’ll utilize tools like Zendesk, Jira, and Slack to coordinate with developers and product managers, driving the implementation of bug fixes and product enhancements that benefit our entire user base. You'll translate technical language into approachable guidance, making even the trickiest problems feel solvable.

Your Impact on the Team

Remote support isn’t just about fixing what’s broken—it’s about building the reputation of our platform with every interaction. You’ll be the reason users tell their friends, “They actually listened and cared.” When users get stuck, you’ll lead them to solutions with empathy and expertise. You’ll partner with engineering and QA, bringing honest user feedback to the product roadmap. Expect to be looped into feature launches, beta tests, and significant updates, where your insights shape everything from user guides to onboarding scripts.

Your documentation skills will shine as you update help center articles and record video walkthroughs, ensuring knowledge isn’t siloed but is shared. You’ll also facilitate virtual onboarding sessions for new users, turning first impressions into lasting loyalty. When recurring issues arise, your troubleshooting patterns and root-cause analysis will guide the team toward lasting fixes, not just temporary solutions.

Key Responsibilities with Real Outcomes

• Be the First Voice and the Lasting Memory: Field customer inquiries via chat, email, and video calls, ensuring every user feels heard and respected from start to finish.
• Champion Onboarding Success: Guide new customers through their first login, demoing features that accelerate time-to-value and set them up for self-sufficiency.
• Surface User Needs to Product Teams: Collect and analyze recurring support trends, sharing actionable insights that influence feature prioritization and product enhancements.
• Resolve Technical Issues with Empathy: Whether it’s a browser incompatibility or a complex workflow break, you’ll walk users through troubleshooting steps with clarity and patience.
• Document Knowledge for Everyone: Write, edit, and maintain public-facing help articles and internal playbooks, making it easy for teammates and customers to find answers quickly.
• Promote Proactive Support: Spot opportunities to create macros, auto-responses, and proactive messaging campaigns that reduce ticket volume and boost customer confidence.
• Collaborate Across Borders: Work hand-in-hand with engineering, product, and QA teams, acting as the voice of the customer in weekly sprint reviews and post-mortems.

Your Approach to Remote Work

You’ll thrive in our fully remote environment by striking a balance between autonomy and effective communication. Our team operates across multiple time zones, so you’ll be adept at handling async updates via Slack, providing thorough ticket notes in Zendesk, and ensuring crisp handoffs when your shift ends. You'll set the standard for transparency and knowledge sharing, making our distributed team feel united and effective.

You believe that great support is proactive and continuous. Your curiosity keeps you asking, “Why did this happen?” and “How can we prevent it?”—fueling improvements across the entire support lifecycle. You love exploring new collaboration tools and optimizing workflows, using Notion and Loom to capture and distribute knowledge that empowers users and teammates alike.

The Tools and Tech You’ll Master

Every Support Engineer has a favorite toolkit—yours will include:

• Zendesk: For omnichannel support, ticketing, and macro creation.
• Jira: Tracking bugs and collaborating with development for quick fixes.
• Slack: For real-time updates, quick check-ins, and async discussions.
• Notion: Building out documentation and internal knowledge bases.
• Zoom: Hosting onboarding calls, screen shares, and troubleshooting sessions.
• Remote monitoring tools: To diagnose network or device issues quickly and securely.

You’ll help keep our systems efficient by suggesting workflow improvements, recommending new support automation tools, and staying ahead of best practices in remote service delivery.

What Makes You Stand Out

You simplify complex ideas—whether it’s over Zoom or Slack—turning dense product documentation into approachable guidance. You notice patterns in support data and use them to advocate for more intelligent, user-centric product decisions. You value kindness as much as accuracy and can diffuse tense situations with a calm, personal touch. Your ability to write and record clear, concise instructions sets you apart and turns customers into fans.

Your perspective is global. You understand that remote users need flexible solutions, so you approach each case with an open mind and a readiness to learn. Whether you’re supporting a solopreneur or a Fortune 500 team, you ensure everyone receives the same world-class experience.

Growth and Rewards

We move quickly, but you’ll always have space to focus intensely on solving problems that matter. As you grow, you’ll take on leadership of support projects—overseeing training, managing documentation, or mentoring new teammates. You'll be trusted to pilot new tools, shape onboarding workflows that reduce friction for our clients, and have your voice heard at every stage of the product lifecycle.

The annual compensation for this role is $84,100, reflecting our commitment to hiring top talent who bring energy, expertise, and empathy to remote support.

Ready to Create Real Impact?

If you’re excited to guide users through challenges, influence the future of remote collaboration software, and make each interaction count—let’s build something purposeful together. Your next significant impact starts now.