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Mid LevelFull-time
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Foxit is seeking a Technical Support Engineer to troubleshoot and resolve complex customer issues across their software products. This role requires strong technical problem-solving skills combined with excellent customer communication.
Key Responsibilities
- →Troubleshoot technical issues and resolve escalated customer cases
- →Diagnose and repair faults using systematic investigation
- →Install and configure software in customer environments
- →Speak with customers to identify root causes and define next steps
- →Provide timely updates and set clear expectations throughout cases
- →Walk customers through resolution actions both written and verbally
- →Follow up to confirm resolution and ensure customer confidence
- →Support rollouts of new applications, features, or product updates
- →Create and maintain procedural documentation and support guidance
- →Manage multiple active cases while prioritizing effectively
- →Test and evaluate new technologies to improve support outcomes
Requirements
- ✓Proficiency across Windows, macOS, and Linux operating systems
- ✓Ability to identify and resolve technical issues using troubleshooting methodology
- ✓Experience providing remote assistance to end users and enterprise customers
- ✓Familiarity with remote desktop/support tools
- ✓Strong working knowledge of ticketing systems for tracking and resolving issues
- ✓Ability to prioritize workload and manage multiple support tickets concurrently
- ✓Customer focus with clear and professional communication skills
- ✓Conflict resolution and continuous learning abilities
- ✓Adaptability to evolving tools, processes, and product changes
- ✓Collaboration skills to work cross-functionally and share knowledge
