Technical Support Engineer

🕒 August 21

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 22%

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 customer support for SpotMe and Onomi • Investigate, reproduce, and troubleshoot real-time customer issues across events and webinars • Resolve issues involving live sessions, speaker camera and microphone setups, audio and video quality, mobile and web applications, attendee access and login, event configuration, customer CRM data flows, networks, and devices • Create workarounds when permanent fixes are unavailable • Manage live chat and ticketing conversations, including 200+ customer conversations during the first month and 10+ live issues per day by month-end • Handle high-volume real-time chats with a first response under 30 seconds and maintain CSAT targets above 93% • Join the on-call rotation for critical live customer needs • Become a frontline product expert and escalation authority • Resolve complex issues without escalation and drive recurring issues toward permanent fixes • Improve documentation, tooling, and workflows • Document investigations so colleagues can reproduce them and learn from them • Act as a bridge between customers and Engineering by precisely documenting issues and business impact • Participate in onboarding, structured training, shadowing, and a practical troubleshooting exercise

🎯 Requirements

• Real troubleshooting instinct, including forming theories, testing them, opening logs, checking browser consoles, and reproducing issues • Curiosity about networks, browsers, mobile devices, video, audio, and system integrations • Rapid analytical and logical reasoning to isolate root causes under time pressure • Ability to balance multiple real-time chats while maintaining accuracy and tone • Comfort with configurable systems and event setups • Empathy and clarity in customer communication • Resilience, ownership, and initiative during critical live issues • Cross-team collaboration with Engineering • Technical education is advantageous but not required • Hands-on experience in technical support, application support, implementation, QA, IT, or event technology translates well

🏖️ Benefits

• 24/7 "follow-the-sun" support model • Structured training and hands-on shadowing across Support, Engineering, and Operations teams • Professional development through exposure to Support, Engineering, and Operations • Opportunity to work with a global team • On-call rotation participation • Inclusive recruitment, compensation, and promotion practices regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status