Software Support Engineer - Mining Tech; Remote & On-Site

Our client is seeking a skilled and resourceful Remote Technical Support Specialist to join their dedicated team supporting installation and maintenance operations. This position is crucial for providing expert remote assistance to clients and on-site technicians, ensuring the correct setup and ongoing functionality of our client's products. You will be a key point of contact for resolving technical queries, troubleshooting complex issues, and guiding users through maintenance procedures, all from a remote work environment.

This role offers the flexibility of remote work combined with the challenge of supporting sophisticated technical systems and contributing to customer success.

Our client is seeking a skilled and resourceful Remote Technical Support Specialist to join their dedicated team supporting installation and maintenance operations. This position is crucial for providing expert remote assistance to clients and on-site technicians, ensuring the correct setup and ongoing functionality of our client's products. You will be a key point of contact for resolving technical queries, troubleshooting complex issues, and guiding users through maintenance procedures, all from a remote work environment.

This role offers the flexibility of remote work combined with the challenge of supporting sophisticated technical systems and contributing to customer success.

• Provide remote technical assistance for installation, configuration, and troubleshooting of equipment.
• Guide clients and field technicians through maintenance procedures and diagnostic steps.
• Analyze technical problems, identify root causes, and provide effective solutions via phone, email, or chat.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Escalate complex issues to appropriate engineering or product teams when necessary.
• Monitor customer support trends and provide feedback to improve product design and documentation.

• Proven experience in a technical support role, preferably within installation and maintenance environments.
• Strong understanding of mechanical, electrical, or software systems relevant to the company's products.
• Excellent troubleshooting and problem-solving skills, with the ability to think critically.
• Exceptional communication and interpersonal skills for effective remote customer interaction.
• Proficiency with remote support tools, ticketing systems, and standard office software.
• Ability to work independently, manage time effectively, and maintain a high level of productivity in a remote setting.

• Competitive monthly salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible remote work schedule and supportive work-from-home environment.
• Opportunities for professional development and technical training.
• A collaborative online team culture focused on customer satisfaction and technical excellence.