Technical Support Engineer

🕒 August 21

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SpotMe

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

SpotMe is an enterprise event management platform that provides solutions for organizing engaging, compliant events for various industries, including life sciences and pharmaceuticals, professional and financial services, and government. It offers in-person, hybrid, virtual event capabilities, and features such as event apps, CRM integrations, live engagement tools, and enterprise-grade security. SpotMe is recognized as a leader in B2B Event Management Technology and is trusted by Fortune 500 companies to deliver seamless and interactive event experiences.

📋 Description

• Serve as the first line of defense and primary technical link between customers and the SpotMe/Onomi platform • Investigate, reproduce, and troubleshoot customer issues across live sessions, speaker setups, audio/video, mobile and web apps, attendee access, event configuration, integrations, networks, and devices • Create workarounds when fixes are not available in time • Manage real-time customer conversations through live chat and ticketing • Independently manage 10+ live issues per day after onboarding • Handle approximately 20 chats per day during the first three months, increasing during peak seasons, while maintaining under-30-second first responses • Join the on-call rotation for critical live customer needs • Resolve increasingly complex issues without escalation and drive recurring issues toward permanent fixes • Improve documentation, tooling, and workflows • Document investigations so agents can reproduce them and train colleagues • Serve as a bridge between customers and Engineering by precisely documenting issues and business impact • Complete structured onboarding and shadowing across Support, Engineering, and Operations • Build working relationships across Support, Engineering, and Operations • Become a frontline product expert and escalation authority

🎯 Requirements

• Real troubleshooting instinct, including forming theories, testing them, checking logs and browser console, reproducing issues, and investigating beyond obvious answers • Curiosity about networks, browsers, mobile devices, video and audio, and system integrations • Rapid analytical and logical reasoning to isolate root causes under time pressure • Ability to balance multiple real-time chats without sacrificing accuracy or tone • Comfort with configurable systems and diagnosing setup-related issues • Empathy and clarity in customer communication • Resilience, ownership, and initiative during critical live issues • Cross-team collaboration with Engineering • Technical education is an advantage, particularly a computer science background, but is not required • Hands-on experience in technical support, application support, implementation, QA, IT, or event technology translates well • Ability to work in a 24/7 "follow-the-sun" support model and participate in on-call rotation • Ability to manage high-volume real-time chats with a first response under 30 seconds and maintain CSAT targets above 93%

🏖️ Benefits

• 24/7 "follow-the-sun" support model • Structured training and hands-on shadowing across Support, Engineering, and Operations teams • Global team environment • On-call rotation participation • Equal-opportunity recruitment, compensation, and promotion regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status