Support Engineer
Company: Online River
Location: Los Angeles
Posted on: April 3, 2026
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Job Description:
As a Support Engineer, you will be responsible for providing
exceptional technical support and assistance to our customers,
ensuring their satisfaction with our products and services. You
will act as a bridge between the customer and our engineering team,
resolving technical issues and contributing to the overall
improvement of our products. Key Responsibilities Customer Support
: Respond to customer inquiries and technical issues via phone,
email, and chat, providing timely and effective solutions.
Troubleshooting : Diagnose and resolve hardware and software
problems by analyzing issues, identifying root causes, and
implementing corrective measures. Documentation : Create and
maintain detailed documentation of support cases, including problem
descriptions, solutions, and customer interactions to facilitate
knowledge sharing and continuous improvement. Collaboration : Work
closely with engineering and product teams to escalate complex
technical issues and provide feedback on product performance and
user experience. Training and Guidance : Provide training to
customers on product features and best practices to enhance their
experience and ensure effective usage of our products. System
Monitoring : Monitor system performance and customer environments
to proactively identify potential issues and suggest preventative
measures. Software Updates : Assist customers in implementing
software updates, patches, and upgrades to ensure they are
utilizing the latest versions of our products. Quality Assurance :
Conduct quality assurance checks on support tickets to ensure
resolutions are effective and aligned with company standards.
Feedback Collection : Gather customer feedback to identify trends
in support issues and relay suggestions for product improvements to
relevant teams. On-call Support : Participate in on-call rotation
to provide after-hours support as needed, ensuring minimal downtime
for our customers. Skills, Knowledge and Expertise Bachelor's
degree in Computer Science, Information Technology, or a related
field (or equivalent experience). Proven experience in a technical
support role, preferably within a software or technology
environment. Strong understanding of operating systems, networking,
and software applications. Excellent problem-solving and
troubleshooting skills with a keen attention to detail. Outstanding
communication skills, both written and verbal, with the ability to
explain complex technical concepts to non-technical users.
Experience with ticketing systems and support tools. Ability to
work collaboratively in a team environment and manage multiple
tasks effectively. Benefits Medical Insurance The coverage begins
for the employee the on the first of the month following the first
full 30 days of full-time employment for employees and their
eligible dependents Cost to the employee to participate in the plan
varies by the coverage selection and the number of dependents; and
may be subject to collective bargaining agreement The employee may
also elect to opt out of the County's medical insurance if proof of
coverage is provided Under this arrangement, the employee is
provided with an annual opt out payment. Vision and Prescription
The coverage begins for the employee on the first of the month
following the first full 30 days of full-time employment for
employees and their eligible dependents Contributions may vary,
subject to collective bargaining agreement. Dental Coverage The
coverage begins for the employee on the first of the month
following the first full 30 days of full-time employment for
employees and their eligible dependents Contributions may vary,
subject to collective bargaining agreement.
Keywords: Online River, Fullerton , Support Engineer, IT / Software / Systems , Los Angeles, California
