Application Support Engineer

About us

Splan's Visitor Management and Unified Identity and Access Management revolutionize workforce and identity management with intelligent and automated cloud solutions. Seamlessly integrating with global systems, Splan Visitor Management offers fully configurable visitor workflows, while Unified Badging provides an efficient Physical Identity and Access Management (PIAM) solution. Splan empowers businesses to efficiently manage employees, visitors, vendors, contractors, events, deliveries, trucks, queues, desks, tenants, and more.

Job Summary

The Customer Support Engineer is responsible for providing technical assistance and support to customers experiencing issues with Splan products. This role involves troubleshooting software problems, answering customer inquiries, and collaborating with internal teams to resolve complex issues. The position requires strong problem-solving skills, technical knowledge, and the ability to communicate effectively with both technical and non-technical audiences.

Key Responsibilities

Technical Support:

• Diagnose and resolve customer-reported issues related to products or services via phone, email, chat, or remote access tools.
• Provide L1/L2 application production support to user
• Ensure maximum uptime for multiple production system
• Work to comply with SLA and OLA

Troubleshooting:

• Identify root causes of technical problems, ranging from software bugs to hardware malfunctions, and provide step-by-step solutions.

Customer Communication:

• Explain complex technical concepts in a clear, concise, and user-friendly manner to customers with varying levels of technical expertise.

Documentation:

• Log customer interactions, issues, and resolutions in a ticketing system for tracking and future reference.

Product Feedback:

• Gather customer feedback and relay it to relevant teams to improve product functionality and user experience.

Training & Onboarding:

• Assist customers with product setup, configuration, and best practices to maximize value and satisfaction.

Knowledge Base Contribution:

• Create and update support documentation, FAQs, and guides to empower customers and streamline support processes.

Qualifications

Education:

• Bachelor's degree in computer science, Engineering, Information Technology, or a related field (or equivalent experience).

Experience:

• 3+ years in a technical support, customer-facing, or engineering role (experience may vary by company).

Technical Skills:

• Proficiency in troubleshooting software/hardware issues, familiarity with operating systems (e.g., Windows, Linux, macOS), and knowledge of relevant tools (e.g., Java, CRM software, remote desktop tools, ticketing systems like Zoho or Jira).

Soft Skills:

• Excellent communication, patience, and the ability to handle frustrated customers calmly and professionally.

Bonus Skills:

• Experience with programming/scripting (e.g. SQL), cloud platforms (e.g., AWS, Azure), or networking basics (e.g., TCP/IP, DNS).

Job Type: Full-time

Pay: $75, $95,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: Hybrid remote in Fremont, CA 94538