Technical Support Engineer

The Technical Support Engineer is responsible for providing first-line technical support to customers, helping them resolve issues, answer questions, and make effective use of Everway products. You'll work closely with customers and internal teams to investigate problems, document solutions, and contribute to a positive customer experience.

This role offers the opportunity to develop technical expertise while building knowledge across our products, systems, and customer environments.

This is a 6 month FTC.

Responsibilities:

In this role, you will:

• Respond to customer enquiries received through phone, email, web requests, and support channels.
• Investigate technical issues, identify solutions, and guide customers through corrective actions.
• Accurately record customer interactions, issues, and resolutions within CRM and support systems.
• Escalate issues appropriately and collaborate with Sales, Development, QA, and other teams to resolve customer problems.
• Participate in team troubleshooting and knowledge-sharing activities.
• Create and maintain support documentation, knowledge base articles, and user guidance materials.
• Develop and maintain product and technical knowledge through ongoing training and learning activities.
• Contribute to delivering a high standard of customer support and customer satisfaction.

Essential Criteria

• 1+ year of experience in technical support, customer support, help desk, or a related environment.
• Experience troubleshooting technical issues and supporting customers to resolution.
• Ability to manage multiple customer requests and prioritise effectively.
• Experience documenting customer interactions and maintaining accurate records.
• Ability to work collaboratively with colleagues across technical and customer-facing teams.
• Communicates clearly and effectively with customers and colleagues.
• Demonstrates a willingness to learn new products, technologies, and support processes.
• Uses information and feedback to improve service quality and customer outcomes.

Desirable Criteria

• Experience supporting Windows, macOS, ChromeOS, Android, or iOS environments.
• Familiarity with Google Workspace or Microsoft 365.
• Basic networking knowledge and troubleshooting experience.
• Experience creating support documentation or knowledge base content.
• Experience using CRM or support ticketing platforms.
• Uses AI tools to improve workflow efficiency, troubleshooting, or documentation quality.