Technical Support Engineer

2 weeks ago

Cupertino, United States Splashtop Inc. Full time

Who we are?

As a leader in secure remote access and remote support software, Splashtop transforms the way businesses connect, collaborate, and thrive in the digital era. From multinational enterprises and academic institutions to small businesses, MSPs, and individuals, our cutting-edge solutions deliver an unparalleled in-person experience with the security IT can trust.

Headquartered in San Jose, California, and with a global presence spanning Hangzhou, Tokyo, Taipei, Singapore and our European headquarters in Amsterdam, Splashtop is at the forefront of revolutionizing remote connectivity. Our dynamic team of ~350 Splashtop colleagues is dedicated to serving over 200,000 corporate customers worldwide.

At Splashtop, we not only promise excellence – we deliver it consistently. With a remarkable Net Promoter Score of +93 and 85% of Fortune 500 companies relying on Splashtop products globally, our commitment to exceeding expectations is unmatched. Recently achieving Unicorn status with a valuation of $1 billion, we owe our success to the 30+ million happy users who trust us.

Joining Splashtop means being part of a company that values your contribution and empowers you to make a real impact. As a young and fast-growing organization, we foster a culture of transparency, collaboration, and continuous improvement. Each Splashtop employee plays a crucial role in shaping our collective success, and we celebrate our achievements together.


The key responsibilities of this role will require you to -

· Provide technical support and consultation services to end-users, via ticketing system, phones, and/or chat.

· Assist customers with issue identification, reproduction, and resolution

· Identify and escalate priority issues per customer specifications

· Redirect problems to appropriate engineering groups; close issue with customers

· Perform customer training and demos

· Accurately process and record call transactions using a computer and designated tracking software

· Liaise between sales/customer success/product teams and customers to properly address customer problems and feedback

· Stay current with Splashtop product information, changes, and updates

· Holiday, weekends, and off-hour coverage may be required.


Who you are?

· Technical background to learn/understand/explain product benefits

· Problem solver attitude

· The ability to articulate concepts and walk through troubleshooting steps to end-users

· Acumen to work with customers over the phone, chat, remote sessions, or via email

· Microsoft Outlook knowledge to handle setting follow-up appointments and customer email interactions

· Excellent verbal and written communication and troubleshooting skills

· Friendly and helpful attitude


Preferred skills:

· CRM software: 2 years (Preferred)

· Customer service: 2 years (Required)

· COMPTIA+ certification

· A+ certification

· Zendesk, Salesforce, CRM experience

· Software programming experience or background

· Network troubleshooting knowledge

· Desktop/IT support


Seniority Level – Entry Level


At Splashtop, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Individuals are expected to work from the office 2 to 3 days a week.

Splashtop is a proud equal opportunity employer, dedicated to creating an inclusive workplace that celebrates diversity. We value the unique skills and experiences brought by individuals from all backgrounds and identities, including but not limited to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, socioeconomic background, or individuals reentering the workforce. We especially encourage applications from underrepresented groups such as women, racial and ethnic minorities, LGBTQ+ individuals, people with disabilities, and veterans. At Splashtop, we believe diversity drives innovation, and we are committed to fostering an environment where everyone feels welcomed, respected, and valued.

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