Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds
Comfortable and professional on camera - this role includes live video sessions with customers
Outgoing, helpful, and passionate about providing excellent customer service
A collaborative approach to teamwork; you share knowledge and actively support your colleagues
Understands that good documentation isn't just for humans; clarity and structure in knowledge content directly impact AI resolution quality
Technical Aptitude
Genuine technical curiosity - you're the person friends and family turn to for tech help
Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus
Demonstrated proficiency in leveraging AI tools for technical troubleshooting, summarization, and drafting professional communications.
Basic familiarity with networks, devices, or operating systems is helpful; experience with Windows Server, Linux, or TCP/IP networking is a plus
Working knowledge of Salesforce or similar CRM preferred
Work Style
Ability to work efficiently in fast-paced, high-volume, multitasking environments while remaining calm and poised under pressure
Organised and detail-oriented with a habit of thorough documentation
Eager to learn, grow, and contribute to a communicative and collaborative team culture
Familiarity with professional office environments and workplace culture; our products support the modern workplace, and an understanding of that context is an asset
Bachelor's degree or equivalent with 3+ years of professional experience in a technical support, IT, help desk, or technically-oriented customer service role is required
Experience in a professional or office environment is strongly preferred
The Perks of Working for Appspace:
For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.
Additional perks include:
Generous PTO
Flexibl
Benefits
Health insuranceDental insuranceVision insurancePaid time offRemote work optionsFlexible scheduleParental leave
Additional Information
About Appspace:
At Appspace, we're passionate about creating better work experiences for people everywhere, and we're looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you're at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that's helping people everywhere love where they work.
Your Role as a Technical Support Engineer:
The primary purpose of the Technical Support Engineer is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. In addition to resolving customer issues via our ticketing system, remote sessions, and live video, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure customers receive timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent.
A Day in the Life of a Technical Support Engineer:
Provide first response and technical support for issue resolution via our ticketing system and remote sessions
Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause
Communicate proactively with customers to keep them informed throughout the resolution process
Build and maintain self-service resources - guides, FAQs, and troubleshooting materials - for frequently encountered customer questions
Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support
Escalate cases requiring advanced technical skill with clear and thorough handoff documentation
Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate
Stay organised and document all customer interactions using our ticketing tools and other related tools
Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards.
Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities.
Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.
Appspace · Remote