Software Support Engineer
3 semanas atrás
Hi there We are South and our client is looking for a Software Support Engineer. Note: This position is open to candidates residing in Latin America. Please submit your CV in English. Applications submitted in other languages will not be considered. While optional, candidates who provide a Loom video presentation will be given priority. About The Role We are looking for a Software Support Engineer to support a Microsoft 365 add-in used across the full M365 suite. The role focuses on helping power users and administrators with technical support, configuration, and troubleshooting. 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. 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 to improve user self-service experience. Soft Skills & Experience Exceptional customer service skills over email and live screenshare calls; able to engage positively with both technical and non-technical users to simplify answers. Empathy for customers who are frustrated by a problem. Ability to coach someone to succeed rather than just provide an answer. Strong troubleshooting aptitude with focus on asking questions and observing before answering. Skill in creating helpful, engaging, customer-facing videos, articles, and tutorials for the support site. Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET). Willingness to overlap duties with others in the product team to solve problems and maintain progress. 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 add-ins. 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. Ability to write CSS or jQuery selectors to locate elements on a web page. Develop clear, effective prompts used in AI or chat-based support systems (prompt engineering). Microsoft 365 Platform Experience Proficient in core Microsoft 365 apps such as SharePoint Online, Dynamics, Copilot, Outlook, OneDrive, Teams, etc. Familiar with managing work items in Microsoft DevOps. Schedule & Salary Schedule: Mon-Fri 8am to 4pm EST. Salary: $2,000 USD/Month. If this opportunity sounds good to you, please send us your resume Additional Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Engineering and Information Technology Industries: Software Development, Technology, Information and Internet, and Internet Publishing #J-18808-Ljbffr
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