Support Engineer

Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Eptura’s software suite. You'll become a master of our software and a guru of our clients' needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact. Responsibilities Passionate Support : Be the enthusiastic voice of Eptura, delivering best-in-class global customer support. Technical Expertise : Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism. Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds. Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction. Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers. Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch. Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings. Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes. Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback. Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members. About You: 2+ year of experience supporting SaaS software in client or technical support role (required). Hands-on experience with SQL Server (desired). Exposure to cloud environments (desired). Basic understanding of Single Sign-On (SSO) concepts (desired). Basic knowledge of API troubleshooting (desired). Strong customer service mindset with a genuine passion for helping others. Excellent verbal and written communication skills, able to explain technical concepts to any audience. Ability to build and maintain strong working relationships with customers, partners, and internal teams. Strong technical aptitude with proven troubleshooting and problem-solving skills. Proficiency using computers and related software applications. Demonstrated ability to learn new technologies quickly and adapt to evolving environments. Highly organized, self-motivated, and capable of managing time effectively. Understanding of the software development lifecycle (SDLC) and end‑user support processes. Benefits Health insurance fully paid–Spouse, children, and Parents Accident insurance fully paid Flexible working allowance 25 days holidays 7 paid sick days 13 public holidays Employee Assistance Program Eptura Information Follow us on Twitter | LinkedIn | Facebook | YouTube At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.