Tech Support Engineer

Archdesk is a next-generation ERP software for construction companies in a SaaS model.

Working on some of the most notable construction projects around Europe for some of the biggest construction companies and tens of smaller subcontractors across the UK, the rest of Europe and UAE.

As a Tech Support Engineer at Archdesk, you will play a crucial role in ensuring our clients receive exceptional technical support and assistance. You will collaborate closely across various teams to troubleshoot issues, provide solutions, and contribute to the providing an excellent customer experience. This position offers an exciting opportunity to work in a dynamic startup environment and create a significant impact.

This position is fully remote and can be undertaken on B2B or employment contract terms.

Responsibilities:

• Troubleshoot software problems reported by clients, identify root causes, and implement solutions.
• Collaborate with internal teams to escalate complex issues and provide feedback for product improvement.
• Document support processes, solutions, and best practices for internal and external use.
• Assist in the creation and maintenance of knowledge base articles and user guides.
• Perform re-configurations for clients to ensure they are using the system in the most efficient way for their needs;
• Proactively identify trends in client issues and propose solutions to prevent recurrence.
• Contribute to a positive and collaborative team culture, sharing knowledge and expertise with colleagues.
• Resolve technical issues and other requests from customers.

Requirements:

• Proven experience in a technical support role, preferably in a SaaS environment.
• Strong understanding of construction industry workflows and terminology.
• Proficiency in troubleshooting software issues and providing timely resolutions.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical users.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Familiarity with help desk software and ticketing systems.
• Understanding and experience of Jira.

The offer:

• Company share options plan – every employee can eventually become a shareholder.
• Career opportunity in an international environment
• Being a part of a global start-up and working within a diverse team
• Opportunities within a fast-growing company to grow as Archdesk scales
• Commitment to Continuous Professional Development and training