smino is a fast‑growing SaaS platform used by architects, planners, and construction companies to manage projects from planning to handover. The product supports seamless communication, documentation, and task management across all stakeholders in a construction project. The platform is collaborative, mobile, and designed to streamline workflows in a traditionally complex industry.
Technical Customer Support Engineer
Location
United States
Posted
3 days ago
Salary
Not specified
Seniority
Mid Level
Job Description
Role Description
We are looking for a Technical Customer Support Engineer (L1/L2) to support our customers by troubleshooting technical issues, resolving common problems, and investigating more complex product-related incidents. In this role, you will act as both Tier 1 and Tier 2 support , working directly with customers through our ticketing system (primarily Zendesk) while collaborating closely with engineering and platform teams to ensure timely issue resolution.
What you’ll be responsible for?
- Serve as the first point of contact for customer technical issues via email, phone, and web forms
- Diagnose and resolve Tier 1 and Tier 2 support issues , including account access, configuration, connectivity, and product functionality problems
- Guide customers through step-by-step troubleshooting using runbooks and knowledge base resources
- Investigate more complex product issues and gather diagnostic information before escalation
- Document issues clearly in the ticketing system, including reproduction steps, error messages, and troubleshooting history
- Escalate unresolved or critical issues to engineering or SRE teams with full technical context
- Maintain clear and professional communication with customers throughout the resolution process
- Contribute to improving knowledge base articles and troubleshooting documentation
Qualifications
- 3+ years of experience in technical customer support, technical support engineering, or helpdesk roles
- Hands-on experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow, or Jira Service Management
- Familiarity with authentication and access management , including password resets, 2FA/MFA, and Single Sign-On (SSO)
- Basic understanding of Identity and Access Management (IAM) concepts and tools such as Okta, Azure AD, Google Cloud Identity, or OneLogin
- Experience supporting common collaboration tools such as Google Workspace and Slack
- Upper-intermediate or higher English level
Benefits
- 20 fully paid business days of vacation
- 15 fully paid sick leaves
- 11+ fully paid public holidays
- Compensation for health insurance and sport club membership
- Ability to work from home or remotely
Job Requirements
- 3+ years of experience in technical customer support, technical support engineering, or helpdesk roles
- Hands-on experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow, or Jira Service Management
- Familiarity with authentication and access management , including password resets, 2FA/MFA, and Single Sign-On (SSO)
- Basic understanding of Identity and Access Management (IAM) concepts and tools such as Okta, Azure AD, Google Cloud Identity, or OneLogin
- Experience supporting common collaboration tools such as Google Workspace and Slack
- Upper-intermediate or higher English level
Benefits
- 20 fully paid business days of vacation
- 15 fully paid sick leaves
- 11+ fully paid public holidays
- Compensation for health insurance and sport club membership
- Ability to work from home or remotely
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