job description
Join Ziff Davis, a global leader in digital media and internet services, as a Technical Support Engineer (B2B) and become part of a dynamic team dedicated to delivering exceptional technical solutions to business clients. This role offers the unique opportunity to work remotely from the stunning locations of Bali, including Canggu, Ubud, Denpasar, and more, while providing top-tier support to our enterprise customers.
As a Technical Support Engineer, you will serve as the primary point of contact for our B2B clients, troubleshooting complex technical issues, ensuring seamless system operations, and maintaining high customer satisfaction. Your expertise will directly impact our clients' success, helping them leverage our cutting-edge technologies to drive their business forward.
Ziff Davis offers a competitive salary range, comprehensive benefits, and a flexible work environment that values work-life balance. If you are passionate about technology, enjoy solving complex problems, and thrive in a collaborative setting, we encourage you to apply and take the next step in your career with us.
Responsibility
- Provide advanced technical support to B2B clients via phone, email, and chat, ensuring timely and effective resolution of issues.
- Diagnose and troubleshoot hardware, software, and network-related problems, escalating complex issues to higher-tier support when necessary.
- Collaborate with cross-functional teams, including engineering and product development, to identify and resolve recurring technical issues.
- Maintain detailed documentation of technical issues, solutions, and customer interactions to improve knowledge base resources.
- Conduct remote sessions to guide clients through technical processes and ensure proper implementation of solutions.
- Monitor and analyze system performance, proactively identifying potential issues before they impact clients.
- Stay updated with the latest industry trends, technologies, and product updates to provide accurate and informed support.
- Participate in on-call rotations to provide 24/7 support for critical client issues.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 2 years of experience in a technical support role, preferably in a B2B environment.
- Strong knowledge of operating systems (Windows, macOS, Linux) and networking protocols (TCP/IP, DNS, DHCP).
- Experience with troubleshooting cloud-based services, SaaS applications, and enterprise software solutions.
- Excellent communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
- Proven problem-solving skills and the ability to work independently in a remote setting.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
- Fluency in English is required; additional languages are a bonus.