Technical Support Engineer

ExpoGenie is a rapidly expanding SaaS platform dedicated to helping event organizers efficiently manage exhibitors, sponsors, and vendors. Serving a global customer base, primarily in the United States, the company is recognized for enhancing event operations and experiences through intuitive technology solutions. We are seeking a Technical Support Engineer who excels at bridging technology and customer success. This role involves collaborating closely with the Customer Success Manager, front-line support team, and developers to troubleshoot and resolve software issues reported by clients, mainly via FreshDesk. While this position does not involve developing new features, it requires strong technical insight to identify bugs, replicate problems, diagnose root causes, and facilitate clear communication between technical and non-technical stakeholders.

Key Responsibilities

- Investigate and resolve technical issues reported by customers using tools such as browser consoles, error logs, and API testing platforms.
- Translate technical bugs into clear, structured reports for the development team to address.
- Collaborate closely with the U.S.-based Customer Success Manager and offshore development team to prioritize and track the progress of fixes.
- Proactively identify recurring patterns in reported issues and recommend improvements to documentation or internal workflows.
- Develop and maintain the product knowledge base to support both customers and internal teams.
- Occasionally participate in customer calls to provide technical clarification or assist with complex problems.

Required Qualifications

- Minimum of 1 year experience in technical support, application support, quality assurance, or a similar role within a SaaS environment.
- Strong understanding of web technologies including HTML, CSS, JavaScript, and browser developer tools.
- Familiarity with APIs, databases, and debugging tools essential for troubleshooting.
- Proficiency in analyzing system logs to diagnose and resolve issues effectively.
- Excellent written and verbal communication skills in English, enabling clear interaction with diverse stakeholders.
- Availability to work during standard U.S. business hours to ensure timely support and collaboration.

This role offers an opportunity to work in a dynamic, customer-focused environment where technical expertise and communication skills are equally valued. If you are passionate about solving technical challenges and enhancing customer satisfaction, ExpoGenie provides a supportive platform to grow your career in SaaS technical support.