Technical Support Engineer

Company Description CSX Cloud is a cloud-based technology solutions provider specializing in managed unified communications, business intelligence, mobile applications, and IT support services. Through a large contact center, CSX Cloud offers on-demand, browser-based technical support and collaboration without complex software installations. The company delivers secure, PCI-compliant unified communications with a 99.99% uptime SLA, accessible from any device and location. Its business analytics and customer experience services help organizations improve productivity, operational processes, and data-driven decision-making. CSX Cloud also builds cloud-powered mobile applications with rich features such as geolocation, loyalty programs, and integrated CRM, helpdesk, and communications tools.

Role Description The Technical Support Engineer is a full-time, remote role responsible for providing high-quality technical assistance to customers using CSX Cloud’s unified communications, business intelligence, and mobile application solutions. Day-to-day tasks include diagnosing and resolving technical issues, monitoring system performance, and guiding customers through configurations, updates, and integrations. The role involves handling support tickets, participating in web-based collaboration sessions, documenting solutions and known issues, and escalating complex problems to engineering teams as needed. The Technical Support Engineer will work closely with customer service and operations teams to ensure timely resolution of incidents, maintain service-level commitments, and contribute to continuous improvement of support processes and knowledge bases.

Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills, including experience resolving software, network, and cloud service issues.
• Candidates should possess solid Analytical Skills to interpret logs, metrics, and user reports and to identify root causes and patterns.
• Candidates should possess proven Customer Support and Customer Service skills, with the ability to communicate clearly, empathetically, and professionally in both written and verbal interactions.
• Familiarity with cloud-based platforms, unified communications systems, or SaaS environments is beneficial.
• Experience with ticketing/helpdesk tools, remote desktop or collaboration tools, and documentation of technical solutions is preferred.
• Ability to work independently in a remote setting, manage multiple issues simultaneously, and meet defined response and resolution times.
• Relevant technical certification or coursework (e.g., networking, systems administration, or cloud technologies) is an advantage.
• Must have a valid passport and can Travel International