Senior Technical Support Engineer

As a Sr. Technical Support Engineer at Solid System Global, you will be responsible for providing remote product support to end users in the US B2C market. This role entails handling multi-channel support through calls, chats, and tickets to ensure timely resolution and high customer satisfaction. Key Responsibilities: - Handle 20-25 inbound customer calls per day, in addition to managing chats and ticket queues. - Close a minimum of 12 tickets daily, typically involving 36-45 replies. - Maintain a minimum satisfaction rating of 4.0/5 based on customer feedback. - Troubleshoot issues using symptom analysis, error review, and debug logs while referring to internal and public knowledge bases. - Follow defined escalation procedures to escalate cases to Tier 2 when necessary. - Conduct remote sessions to diagnose or validate customer issues. - Make outbound callouts as needed to gather additional information or coordinate supervised troubleshooting sessions. - Address customer queries professionally via calls and written communication. Qualifications Required: - Minimum 2+ years of experience in remote technical support for end users. - Strong verbal and written communication skills suitable for customer interactions. - Solid understanding of network environments and related troubleshooting. - Working knowledge of server environments, including hardware, RAID, and Active Directory services. - Proficiency in Linux systems and Linux command-line operations. - Ability to effectively follow documentation, KBs, and SOPs. Preferred Certifications (Not Mandatory): - Linux: LPIC, RHCE, Linux+ - Networking: CCNA, Cisco certifications - Other: MCSE, MCP, or equivalent technical credentials,