Technical Support Engineer II - velora

Key Responsibilities

• Diagnose and resolve high‑complexity technical issues reported by nonprofit clients across Linux, Windows, and network infrastructures.
• Collaborate with product, engineering, and QA teams to reproduce, document, and triage bugs, ensuring timely resolution.
• Provide first‑line support via ticketing system, live chat, and phone, maintaining high customer satisfaction scores.
• Develop and maintain detailed knowledge base articles, troubleshooting guides, and best‑practice documentation.
• Participate in on‑call rotations and incident response, escalating critical incidents to appropriate teams.

Requirements

• 3+ years of technical support experience in a SaaS environment, preferably serving nonprofit or education sectors.
• Strong command of Linux and Windows operating systems, networking protocols, and SQL database troubleshooting.
• Excellent communication skills, both written and verbal, with a customer‑centric mindset.
• Ability to work independently and collaboratively in a fast‑moving, cross‑functional team.
• Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools.