Job Purpose
The Technical Support Engineer is responsible for ensuring that Holouly's clients and users of its SaaS products (MDAWEM, Right Now, and ETEPS) receive timely, accurate, and high‑quality technical support. The role is designed to resolve customer issues, maintain high customer satisfaction, provide product expertise, and coordinate internally to improve product stability, usability, and performance. This position is an essential element between users, the product development team, and customer success, helping deliver solutions, minimize downtime, and drive continuous improvement.
Job Responsibilities:
Ticket & Issue Management
- Receive, log, and prioritize support tickets from clients using MDAWEM, Right Now, and ETEPS
- Diagnose technical issues, perform root cause analysis, identify workarounds, and escalate complex issues when necessary
- Follow up on open tickets, ensure SLAs are met, and maintain transparency with clients on resolution status
Customer Communication & Support
- Interact with clients via email, phone, chat, or customer support portals to gather necessary information, explain solutions, and provide updates
- Ensure communication is clear, professional, and empathetic, especially under pressure or when dealing with upset or frustrated users
Product Expertise & Documentation
- Acquire deep understanding of the architecture, features, configuration, integrations, and quirks of MDAWEM, Right Now, and ETEPS
- Maintain and update internal knowledge base / FAQs / support documentation to both assist the support team and empower users
- Create user‑oriented guides, troubleshooting checklists, and best practice recommendations
Monitoring, Maintenance, & Preventative Action
- Monitor system alerts, logs, performance metrics, or error trends to proactively identify potential issues before they escalate
- Collaborate with DevOps / Product / Engineering teams to facilitate fixes of bugs, performance issues, or system improvements
- Suggest improvements to enhance product stability, usability, or performance based on recurring issues and client feedback
Onboarding & Training
- Assist with technical onboarding of new clients/users: configuring the product, setting up integrations, performing initial troubleshooting, and ensuring smooth adoption
- Provide training sessions / demos to clients as needed, including remote training or workshops
Collaboration & Feedback Loop
- Work closely with Product Management, Engineering, QA to report bugs, issue trends, and feature requests from clients
- Participate in frequent reviews of support metrics (e.g., ticket volume, resolution time, customer satisfaction) and help strategize improvements
- Collaborate with other internal teams (sales, account management, customer success) to ensure the client's perspective is represented
Quality & Performance Metrics
- Meet or exceed KPIs such as first response time, average resolution time, ticket backlog, client satisfaction (CSAT) / Net Promoter Score (NPS) if applicable
- Ensure documentation quality, maintain high standards for response quality, and maintain compliance with company policies
Requirements
- 2-5 years of experience in technical support, application support, or IT operations within a SaaS or technology company
- Hands-on experience supporting enterprise software or SaaS platforms
- Strong understanding of web-based applications, APIs, and integration troubleshooting
- Proven experience handling support tickets, troubleshooting issues, working with cross‑functional teams
Technical Skills:
- Familiarity with ticketing and support systems (e.g., Jira, Zendesk, Freshdesk)
- Strong problem‑solving and debugging skills
- Solid understanding of databases (SQL), server logs, networking basics, and system monitoring tools
- Experience in troubleshooting application issues, user access problems, and performance bottlenecks
- Ability to read and interpret logs, API responses, and technical error messages
