Technical Support Engineer (US - Remote)

Summary

SpotMe is a B2B event platform that helps enterprises deliver CRM-connected experiences across in-person, virtual, hybrid events, and webinars. The Technical Support Engineer provides real-time technical assistance to customers, investigates and reproduces issues, creates workarounds, and collaborates with Engineering to resolve problems during mission-critical events.

Responsibilities

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams
• Build strong working relationships within Support, Engineering, and Operations
• Become fluent in our support workflows, tooling, and troubleshooting frameworks, and learn your way around the tools we use to see what actually happened during an event
• Successfully manage 200+ real customer conversations across live chat and ticketing
• Demonstrate clear, concise, and confident customer communication
• Manage high-volume real-time chats (avg. 20/day but this can increase during peak seasons), maintaining a first response under 30 seconds
• Meet and exceed satisfaction targets (>93% CSAT)
• Analyze and reproduce product issues with strong technical reasoning, and narrow down a problem by testing what you think is happening rather than guessing
• Work confidently across the breadth of the platform: live sessions and speaker setups, audio and video quality, the mobile and web apps, attendee access and login, event configuration, and the data flowing between our platform and customer systems
• Read a customer's event setup closely enough to tell the difference between a product bug and a configuration that does not do what its author intended
• Develop the instinct to tell early in a conversation whether you are looking at something known and documented or something that needs real investigation, and switch modes accordingly. At our volume, speed comes from that judgment far more than from typing faster
• Join the on-call rotation to support critical live customer needs
• Become a recognized frontline product expert and escalation authority
• Consistently exceed CSAT (>95%) while handling 25+ chats per day
• Resolve increasingly complex issues without escalation, including driving at least one recurring issue to a permanent fix at source, so that category of ticket stops occurring
• Proactively contribute improvements to documentation, tooling, and workflows
• Write up your investigations so that any agent on the team can repeat them, and help train colleagues on what you have learned. What you figure out should become a team capability, not a personal one
• Serve as a bridge between customers and Engineering, ensuring issues are precisely documented and their business impact understood

Skills

• Real troubleshooting instinct
• Curiosity about how things work
• Rapid analytical and logical reasoning
• Multitasking mastery
• Comfort with configurable systems
• Empathy and clarity in communication
• Resilience and ownership
• Cross-team collaboration
• A technical education
• Hands-on experience in technical support, application support, implementation, QA, IT, or event technology

Qualifications

Must Haves

• Real troubleshooting instinct
• Curiosity about how things work
• Rapid analytical and logical reasoning
• Multitasking mastery
• Comfort with configurable systems
• Empathy and clarity in communication
• Resilience and ownership
• Cross-team collaboration
• A technical education
• Hands-on experience in technical support, application support, implementation, QA, IT, or event technology

Benefits

• Remote work in the United States