Technical Support Engineer-ILS

Key Responsibilities

Serve as the first point of contact for customer issues submitted via phone, email, or chat. Triage, document, and create Zendesk tickets for all reported issues, ensuring accuracy and completeness. Troubleshoot customer-reported issues related to the ILS/eCommerce platform and integrated systems. Respond efficiently and clearly to customer inquiries, ensuring a high level of professionalism and empathy.

Maintain clear documentation of reproduction steps and context for escalation to Level 2, Development or Product teams. Prioritize and assign tickets appropriately based on issue severity and impact. Collaborate with U.S.-based and global support, product, and engineering teams for seamless issue resolution. Generate and distribute reports on platform usage, ticket trends, and customer experience metrics as needed.

Recognize patterns in recurring issues and contribute to knowledge base and long-term resolution strategies. Assist with the rollout of updates, or configuration changes for global customers. Monitor systems/logs and escalate critical issues per established escalation policies.

Requirements

Bachelor's degree in technical or related discipline OR equivalent work experience. 1–2 years of customer service or technical support experience, ideally in a SaaS or software environment. Working knowledge of Zendesk (or similar platforms) for ticket creation and escalation. Strong written and spoken English skills; clear and professional communication is a must.

Experience with Windows/Mac/Linux systems; basic understanding of databases and SQL queries. Ability to interpret and explain technical issues in simple, customer-friendly language. Familiarity with RESTful and SOAP APIs is a plus. Comfortable working independently during U.S. off-hours with minimal supervision.

Preferred Qualifications

Experience supporting eCommerce platforms or ERP-integrated systems. Familiarity with scripting languages or automation tools. Knowledge of data analytics and reporting tools for support metrics. Key Competencies: Customer-focused with a proactive approach to problem-solving. Highly organized with strong attention to detail and documentation.

Ability to prioritize and manage multiple complex issues simultaneously. Positive, team-oriented attitude with a commitment to delivering world-class support.