Technical Support Engineer

Job Description

Are you in a technical support or systems administration role and looking to kickstart your career with a global technology business? At PaperCut, support is more than just fixing issues and receiving phone calls; it is central to our engineering-driven ethos.

Our relationships with our customers have been guided by exceptional technical support and are core to PaperCut's success. This customer-first attitude, with a focus on technical excellence, has converted some of the toughest, most cynical SysAdmins into our biggest advocates.

Reporting to the Regional Support Manager, this is a full-time hybrid role, based in our Portland office, 3 days per week.

Some of the things you'll do...

• You will tackle technical issues by thinking customer-first, problem-solving, and providing solutions.

• You will interact and communicate via phone, email, web chat, and forum support.

• You work as a part of the global support flow, working with our teams in Australia and the UK.

• You'll assist channel partners with the PaperCut products, scripting, and print domain questions.

• You will consolidate customer feedback on features and attend product planning meetings to represent customers.

• You will share knowledge with colleagues through the creation of knowledge base articles and training sessions.

A little about you...

• You have a background in Systems Administration or have worked in a Support Engineering role handling complex software tickets.

• You love resolving technical issues for customers and ensuring customer satisfaction.

• Have strong networking knowledge - comfortable troubleshooting issues involving DNS, firewalls, proxies, TLS/certificates, and general connectivity in complex customer environments.

• You ideally have a degree in IT or a related field, or certifications such as Network+ and CompTIA A+.

• You can use various network troubleshooting tools (traceroute, ping, nslookup, etc) to identify latency, routing, firewall, or DNS problems. 

• You have exposure to cloud platforms and have ideally helped administer SaaS based applications like Microsoft Entra, Okta, and Google Workspace.

• You love resolving technical issues for customers and ensuring customer satisfaction.

Additional Information

All your information will be kept confidential according to EEO guidelines.