Job PurposeThe Technical Support Engineer is responsible for ensuring that Holouly's clients and users of its SaaS products (MDAWEM, Right Now, and ETEPS) receive timely, accurate, and high‑quality technical support. The role is designed to resolve customer issues, maintain high customer satisfaction, provide product expertise, and coordinate internally to improve product stability, usability, and performance. This position is an essential element between users, the product development team, and customer success, helping deliver solutions, minimize downtime, and drive continuous improvement.Job Responsibilities:Ticket & Issue ManagementReceive, log, and prioritize support tickets from clients using MDAWEM, Right Now, and ETEPSDiagnose technical issues, perform root cause analysis, identify workarounds, and escalate complex issues when necessaryFollow up on open tickets, ensure SLAs are met, and maintain transparency with clients on resolution statusCustomer Communication & SupportInteract with clients via email, phone, chat, or customer support portals to gather necessary information, explain solutions, and provide updatesEnsure communication is clear, professional, and empathetic, especially under pressure or when dealing with upset or frustrated usersProduct Expertise & DocumentationAcquire deep understanding of the architecture, features, configuration, integrations, and quirks of MDAWEM, Right Now, and ETEPSMaintain and update internal knowledge base / FAQs / support documentation to both assist the support team and empower usersCreate user‑oriented guides, troubleshooting checklists, and best practice recommendationsMonitoring, Maintenance, & Preventative ActionMonitor system alerts, logs, performance metrics, or error trends to proactively identify potential issues before they escalateCollaborate with DevOps / Product / Engineering teams to facilitate fixes of bugs, performance issues, or system improvementsSuggest improvements to enhance product stability, usability, or performance based on recurring issues and client feedbackOnboarding & TrainingAssist with technical onboarding of new clients/users: configuring the product, setting up integrations, performing initial troubleshooting, and ensuring smooth adoptionProvide training sessions / demos to clients as needed, including remote training or workshopsCollaboration & Feedback LoopWork closely with Product Management, Engineering, QA to report bugs, issue trends, and feature requests from clientsParticipate in frequent reviews of support metrics (e.g., ticket volume, resolution time, customer satisfaction) and help strategize improvementsCollaborate with other internal teams (sales, account management, customer success) to ensure the client's perspective is representedQuality & Performance MetricsMeet or exceed KPIs such as first response time, average resolution time, ticket backlog, client satisfaction (CSAT) / Net Promoter Score (NPS) if applicableEnsure documentation quality, maintain high standards for response quality, and maintain compliance with company policiesRequirements2-5 years of experience in technical support, application support, or IT operations within a SaaS or technology companyHands-on experience supporting enterprise software or SaaS platformsStrong understanding of web-based applications, APIs, and integration troubleshootingProven experience handling support tickets, troubleshooting issues, working with cross‑functional teamsTechnical Skills:Familiarity with ticketing and support systems (e.g., Jira, Zendesk, Freshdesk)Strong problem‑solving and debugging skillsSolid understanding of databases (SQL), server logs, networking basics, and system monitoring toolsExperience in troubleshooting application issues, user access problems, and performance bottlenecksAbility to read and interpret logs, API responses, and technical error messages