Technical Support Engineer (US) (m/f/d)

US, Remote /
Support – Support US /
Full Time, Remote
Acrolinx envisions a world connected by amazing content, supercharging the billions of enterprise content touchpoints that power the global customer experience. We deliver a best-in-class, AI-powered content improvement Platform to many of the largest and most innovative international companies. Chances are, you’ve read some text today that Acrolinx software helped to shape. Our customers rely on our AI to ensure consistent and high-quality writing on a global scale. 

Acrolinx is looking for a Technical Support Engineer based in the United States either working remotely, or from our Boston office. Using Zendesk and online meeting software, you’ll provide the same “so good they can’t stop talking about it” support experience our end users are used to. You’re customer focused, motivated, ready for technical challenges, and able to work independently and proactively. You have the technical skills required to become a master of Acrolinx software with minimal guidance. You enjoy reading technical documentation and aren’t afraid to provide feedback. You might play around with code in your spare time and are constantly honing your technical skills.

Your Role

    • Provide high-level technical expertise for customers in English
    • Communicate with customers and manage issue resolution in our ticketing systems
    • Gather required files, reproduce software issues, formulate, and test issue resolution
    • Apply critical thinking skills to connect information from various sources and provide resolution
    • Escalate tickets as required with all supporting information
    • Collaborate with different product specialists to resolve complex issues
    • Use remote meeting software to meet with customers and troubleshoot issues
    • Assign cases to specific groups within Acrolinx
    • Go onsite to technically assist and support customers

Your Profile

    • Bachelor's degree in a relevant field or 2+ years practical experience in a technical support or system administration position
    • Experience working remotely
    • Independent, analytical, methodical, proactive approach
    • Strong written, verbal, and interpersonal communication skills
    • Proven ability to convey technical information to a non-technical audience
    • Ability to learn from written documentation with little additional guidance
    • Strong understanding of: OS X, Windows 7/Windows 8/Windows 10, and Linux
    • Solid understanding of the fundamentals of PC hardware, networking, file systems
    • Proven experience in risk management/prioritization
    • Ability to work under pressure

Additional Relevant Experience

    • Experience with Zendesk/Jira
    • Experience with Containers and relevant technologies such as Docker and Kubernetes
    • Supporting B2B Enterprise software
    • Working knowledge of the following concepts/technologies or have proven technical aptitude for learning them: JavaScript, Java, System Configuration, SQL Queries, XML, HTML, DITA
    • Experience with virtualization software such as VMware
    • Background in linguistics, translation, or terminology
    • Proficiency in German

Your Benefits

    • Global responsibilities with a high degree of autonomy and many opportunities to make an impact
    • Continuous opportunities for training as well as expanding your skills and experiences alongside the global growth of the company
    • Being part of a truly diverse and international team
    • Attractive compensation with upside for strong performance
    • Paid vacation days, flexible working hours, and an attractive range of other benefits
You’ll join an international team of friendly, dynamic people who are passionate about their jobs.

You can expect:
·        A flat, informal hierarchy and quick decision-making processes
·        Support in getting up to speed
·        Teammates of all ages and backgrounds.
We strongly encourage diversity in our team and share a respectful and open mindset. Some of us speak at conferences, organize meetups, write about programming, or contribute to open-source projects.
The core of our product is a linguistic engine, which analyzes written text—not just for spelling and grammar but also for good style and consistency. Just look at our list of happy customers, which include Google, Facebook, Microsoft, IBM, and Adobe. We also have customers of comparable size and impact in other industries such as the healthcare, manufacturing, and automotive.

Note: Due to Covid-19 interviewing, onboarding and work will be fully remote to begin with. We’re committed to make this process go as smoothly as possible under these difficult conditions and support you with getting set-up and going.

Acrolinx is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Acrolinx makes hiring decisions based solely on qualifications, merit, and business needs at the time.