Appspace
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer at Appspace. Skills: Technical support, Customer relationships, AI tools. Provide first response. Provide technical support”
Industry & Context.
Issue resolution; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
3+ years professional experience, Technical support experience, IT help desk experience, Technically-oriented customer service experience, Communicate clearly with customers, Comfortable on camera, Genuine technical curiosity, Document all customer interactions
Nice to Have
Experience with productivity tools, Experience with ticketing tools, Experience with IT tools, Familiarity with networks, Familiarity with devices, Familiarity with operating systems, Experience with Windows Server, Experience with Linux, Experience with TCP/IP networking, Working knowledge of Salesforce, Working knowledge of CRM, Experience in professional environment, Understanding of modern workplace
What You'll Do.
Provide first response
Provide technical support
Resolve issues via ticketing system
Resolve issues via remote sessions
Ask fact-finding questions
Identify client issue
Understand client issue
Isolate potential root cause
Communicate proactively with customers
Keep customers informed
Build self-service resources
Maintain self-service resources
Document solutions for recurring problems
Partner with enterprise customers
Understand unique environments
Deliver tailored support
Provide clear handoff documentation
Advise customers on network requirements
Advise on firewall ports
Advise on basic TCP/IP settings
Document customer interactions
Summarize complex issues
Accelerate documentation
Align with Appspace standards
Audit AI Support Agent performance
Test AI Support Agent performance
Identify gaps in knowledge base
Enhance AI resolution capabilities
Monitor support interactions
Identify gaps in resources
Improve customer experience
Create new knowledge articles
Refine existing guidance
Flag recurring issues
How You'll Work.
Team & Collaboration
Collaborate with teammates; Share knowledge; Support colleagues; Communicative team culture; Collaborative team culture
Communication Scope
Customer communication; Live video sessions
Full Job Description
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 TC
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