• Respond promptly and professionally to inbound Support Request Tickets submitted by LG Direct Mobile Service Technicians and authorized service centers. • Troubleshoot and diagnose complex technical issues involving home electronics and home appliances using product schematics, service manuals, technical documentation, and internal knowledgebase resources. • Accurately document all interactions, troubleshooting steps, resolutions, and follow-up actions within the call tracking and case management system. • Provide step-by-step technical guidance to field technicians to support effective and efficient product repairs. • Escalate unresolved or recurring technical issues through proper channels and collaborate with engineering, product development, quality assurance, and other internal teams to identify root causes and corrective actions. • Maintain up-to-date knowledge of new products, technical updates, recalls, service bulletins, and troubleshooting procedures. • Contribute to the continuous improvement of technical documentation by updating knowledge databases with new troubleshooting methods, best practices, and resolved case insights. • Support special technical projects, product launches, and field initiatives as required. • Deliver industry-leading technical support while maintaining high standards of professionalism, responsiveness, and service quality.

• Technical support via chat and email • Investigating and solving issues related to different products • Debug and troubleshooting integrations • Preparing and running queries in DB Widgets Design

• Análisis, diseño, estimación y construcción de soluciones técnicas sobre Genesys Cloud CX. • Monitorización de plataformas, identificación y análisis de incidencias complejas. • Comunicación y coordinación en la resolución de problemas, colaborando en la detección de causa raíz. • Propuestas de mejora relacionadas con capacidad y dimensionamiento de la solución. • Desarrollo de automatismos y creación de scripts para optimización operativa. • Trabajo colaborativo con otros equipos técnicos para la mejora continua del servicio. • Participación en la identificación de nuevas funcionalidades que optimicen la atención global del Contact Center.

Role Description A growing software organization focused on modern data-driven solutions is building out a customer support function and is looking to add a Technical Support Engineer with mid-to-senior level experience. This role sits at the intersection of customer success, engineering, and product, handling everything from early-stage technical discussions to post-deployment support. You’ll be part of a lean team where ownership is real—not theoretical. The expectation is that you can step into customer environments, troubleshoot issues end-to-end, and drive resolution without heavy oversight. What You’ll Be Doing - Take full ownership of support requests from intake through resolution, including triage, root cause analysis, and escalation when necessary. - Investigate issues using logs, system behavior, and internal documentation to determine whether problems stem from configuration, infrastructure, or product defects. - Install, upgrade, and validate software deployments across a variety of customer environments. - Guide customers through setup and troubleshooting in restricted or security-conscious environments (on-prem, hybrid, or cloud). - Maintain and improve internal knowledge resources to reduce repeat issues and speed up resolution times. - Communicate clearly with customers throughout the lifecycle of an issue, including status updates and resolution summaries. - Coordinate with engineering and product teams on complex issues, providing detailed reproduction steps and business impact. - Track ongoing work and ensure visibility across active issues and escalations. Qualifications - 3–6 years of experience in technical support, systems engineering, or a similar hands-on role. - Background supporting software deployments, configurations, or integrations in customer-facing environments. - Working knowledge of SQL and database connectivity concepts. - Familiarity with containerization, cloud platforms, or hybrid/on-prem infrastructure setups. - Experience using ticketing or work tracking systems (any major platform is fine). - Solid understanding of networking basics (VPNs, firewalls, ports, connectivity troubleshooting). - Strong problem-solving ability—able to isolate issues before escalating. - Clear, structured communication skills, especially when dealing with technical customers. - Ability to operate independently in a fast-moving, less structured environment. Requirements - Nice to Have (Not Required): - Exposure to industrial systems, data historians, or real-time data platforms. - Understanding of environments where IT and operational systems intersect. - Experience supporting enterprise-level B2B software products. - Scripting experience (PowerShell, Bash, or JavaScript) for troubleshooting or automation. - Familiarity with evaluating new technologies (including AI tools) with a practical, ROI-driven mindset. - Experience working in smaller teams or startup-like environments. Education - Bachelor’s degree in a technical field (Computer Science, Engineering, etc.) or equivalent hands-on experience. Why This Role Stands Out This isn’t a ticket-closing help desk job. It’s closer to a hybrid of support engineer, deployment specialist, and problem solver. If someone can’t handle ambiguity or prefers strictly defined processes, they’ll struggle here. But for someone who likes digging into real systems, working directly with customers, and having a visible impact, this is a strong opportunity.