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Technical Support Engineer (US - Remote)

2 months ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CRM
Apply Now
SpotMe

SpotMe

SpotMe: The enterprise event platform transforming meetings and inspiring participants with innovative mobile event technology for high touch industries.

Professional Services
51-250
Founded 2001
View All Jobs 8

Description

  • Investigate and resolve real-time customer issues across live chat, ticketing, and on-call support.
  • Troubleshoot event problems involving audio, video, speaker setups, access, registration, configurations, and CRM-connected data flows.
  • Reproduce product issues, identify root causes, and create workarounds when an immediate fix is not available.
  • Work directly with Engineering to escalate, document, and drive fixes for customer-impacting issues.
  • Provide clear, calm, and empathetic communication to customers during high-pressure live events.
  • Manage multiple simultaneous issues while maintaining fast response times and high service quality.
  • Contribute to documentation, tooling, and workflow improvements based on frontline findings.
  • Share investigation methods and findings with teammates and help train colleagues.
  • Support customers globally through a 24/7 follow-the-sun support model.

Requirements

  • Experience in technical support, application support, implementation, QA, IT, or event technology.
  • Strong troubleshooting instinct with the ability to form, test, and refine hypotheses under pressure.
  • Ability to analyze logs, browser console output, and system behavior to isolate root causes.
  • Comfort working with configurable systems, networks, browsers, mobile devices, and audio/video issues.
  • Strong multitasking skills with accuracy and tone in real-time customer conversations.
  • Clear, empathetic communication skills for both technical and non-technical audiences.
  • Resilience, ownership, and initiative when handling critical live issues.
  • Cross-team collaboration skills, especially working closely with Engineering.
  • Technical education or a computer science background is an advantage (preferred).
  • Willingness to join an on-call rotation and work in a 24/7 support model.

Interested in this position?

Apply directly on the company website

Apply Now

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