Support Engineer - US

What you will do in Imagicle

• Providing high-quality technical support for the Imagicle products, deployed on-premise or provided as cloud SaaS.
• Taking ownership of technical issues and customer concerns.
• Coordinating with our development and technical teams to resolve complex issues involving product defects or architectural issues
• Manage customer complaints and escalate issues to the team leader only when necessary.
• Provide technical training to customers as required
• Documenting problem resolution steps
• Sharing knowledge and experiences with the rest of the team in a spirit of continuous improvement.

Required skills

• Passion for IT and technology: strong interest in the world of IT and innovation.
• Priority management and autonomous daily work organization.
• Professional experience: at least 1 year in technical support for customers or partners.
• Ability to handle customer interactions with patience, empathy, and a focus on building trust.
• Education: preferably a degree in science or equivalent.
• English language proficiency, in both speaking and writing. Spanish a plus.

Technical skills

• Familiarity with Windows Server operating systems.
• Knowledge of fundamental networking concepts.
• Experience with UC platforms (e.g., Cisco, Microsoft Teams)
• Knowledge of VoIP, SIP, IP telephony
• Experience in trouble ticketing tracking
• And it would be better if...
• You are familiar with cloud architectures and systems.
• You are certified in either Microsoft Teams or Cisco Collaboration Solutions.
• You are familiar with any scripting language (batch, bash, python, Powershell, JS, etc.).
• You are familiar with generative AI tools (chatGPT, Gemini, etc.) to support your daily work (text editing, tasks automation)
• You are familiar with Active Directory/Entra ID integrations
• You are familiar with basic network concepts (firewalling, certificates management)
• You are familiar with the configuration of application/web servers and databases (e.g., IIS, SQL Server)

What we offer

• Competitive Base Salary
• Full benefits (Health, Vision, Dental) effective day one covered at 100%
• 10 vacation days, 10 National Holidays days, 5 personal/sick days
• Flexible PTO plan

What you will find

• an informal environment, where you live in harmony and where we count on you to make it better, because "It's always a matter of people happy"
• a growing team of outstanding colleagues, competent and always ready to give a hand
• innovative working Cloud tools to collaborate
• the search for a continuous improvement of working methods
• the opportunity to specialize on modern Unified Communications & Collaboration architectures