Talantix.io
Tabnine•07.02.26
AI SCORE 8.5

Mid-Senior Technical Support Engineer - Remote

$60K–$80K/year
RemoteSoftware Development
Technical Support•Software Troubleshooting•Network Connectivity•Zendesk•Jira•Python•Java•JavaScript•VSCode•IntelliJ

About the Role

We are looking for a Mid-Senior Technical Support Engineer to join our team at Tabnine. This fully remote position is perfect for candidates located in Brazil, Mexico, or Costa Rica, who can work US Central time zone hours (9:00 AM – 6:00 PM). As a Technical Support Engineer, you will play a crucial role in providing enterprise-level assistance to our customers, ensuring their satisfaction and helping them navigate technical challenges.

What You'll Do

  • Provide timely and effective technical support via Zoom, email, or chat.
  • Diagnose and resolve technical problems related to software and network connectivity.
  • Document customer interactions and solutions in a ticketing system (Zendesk).
  • Escalate complex issues to higher-level support or engineering teams.
  • Stay up-to-date on product knowledge and technical advancements.
  • Contribute to knowledge base articles and internal documentation.

Requirements

  • Bachelor’s degree in Computer Science or a related field (or equivalent hands-on experience).
  • 3+ years of experience in a technical support role troubleshooting software and network-related issues.
  • Proficiency in software and network troubleshooting.
  • Familiarity with ticketing systems (e.g., Zendesk, Jira).
  • Basic knowledge of coding languages such as Python, Java, or JavaScript.
  • Familiarity with IDEs, with an advantage for experience with VSCode or JetBrains (IntelliJ) IDEs.
  • Fluent English is a MUST!

Nice to Have

  • Experience reproducing customer issues.
  • Experience working closely with engineering teams.
  • Strong problem-solving and analytical abilities.
  • Excellent verbal and written communication skills.
  • Customer-focused mindset with a commitment to delivering top-tier support.

What We Offer

  • Competitive salary in the range of $60,000 - $80,000 per year.
  • Fully remote work environment.
  • Flexible working hours within the US Central time zone.
  • Opportunities for professional development and growth.
  • A collaborative and supportive team culture.
Language Requirements
EnglishC1
BasicIntermediateAdvancedNative
Why This Job8.5 of 10

This remote Technical Support Engineer position at Tabnine offers a competitive salary and the opportunity to work with cutting-edge AI technology in a supportive environment.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

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Strong problem-solving skills with hands-on experience in debugging software issues using Python, Java, and JavaScript, allowing for effective troubleshooting of customer problems.

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Proficient in using Zendesk and Jira for ticket management and issue tracking, demonstrating the ability to efficiently prioritize and resolve customer inquiries in a remote work environment.

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Proactive mindset with a customer-first approach, capable of empathizing with users' technical challenges while maintaining a calm demeanor, essential for providing high-quality support in a fully remote setting.

Learning Resources

→Technical Support Fundamentalscourse
→How to Troubleshoot Software Issuesarticle
→Zendesk Official Documentationguide

Career Path

Mid-Senior Technical Support Engineer(Now)→Technical Support Team Lead(1-2 years)→Customer Success Manager(3-5 years)

Market Overview

Market Size 2024
$38B
Annual Growth
8.5%
AI Adoption
45%
Investment
+25%
Labour Demand
+15%
Avg Salary
$75K

Skills & Requirements

Required
Technical SupportSoftware TroubleshootingNetwork Connectivity
Growing in Demand
Cloud Support (AWS, Azure)Customer Experience Management (CXM)Automation Scripting (Bash, PowerShell)
Declining
Traditional Help Desk Software (like ServiceNow)Basic HTML/CSS for Troubleshooting

Domain Trends

Increased AI Utilization in Support
45% of companies have adopted AI tools for technical support, enhancing response times and customer satisfaction.
Remote Support Solutions Demand
The demand for remote support solutions has increased by 30% as organizations shift to hybrid work models.
Integration of Customer Feedback Loops
Companies integrating customer feedback into support processes have seen a 20% improvement in resolution rates.

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