Software Support Engineer

Software Support Engineer

We are looking for a skilled Software Support Engineer to join our team supporting a Microsoft 365 add-in that integrates across the entire M365 suite. This role is fully remote and focuses on delivering exceptional support for our customers' power users and administrators who maintain and use our product.

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.
• Help 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 aimed at improving user self-service experience.