Support Engineer for Software Firm
Budget / SalaryHourly project
TypeFreelance project
LocationRemote
Posted2 hours ago
AuroraSpace is seeking a reliable and motivated Software Support Engineer to provide technical assistance to our customers and collaborate with our software engineering team.
You will investigate reported software issues, identify their causes, communicate clearly with users, and help our developers resolve bugs and improve product performance. This is a remote freelance opportunity that may develop into an ongoing working relationship.
Responsibilities
* Respond to customer questions and software-related issues promptly.
* Troubleshoot, diagnose, and resolve technical problems.
* Reproduce reported issues and document the steps clearly.
* Escalate complex bugs to the appropriate engineering team.
* Work with developers to test fixes and verify resolutions.
* Keep customers informed about progress and expected next steps.
* Maintain accurate records of support cases and customer interactions.
* Create and improve FAQs, troubleshooting guides, and other support documentation.
* Identify recurring issues and recommend product or process improvements.
* Stay informed about new product features, releases, and relevant technologies.
Required skills
* Experience in software support, technical support, QA, or software engineering.
* Strong troubleshooting and problem-solving skills.
* Basic understanding of web applications, APIs, databases, and cloud services.
* Ability to analyze application logs and reproduce technical issues.
* Clear written and verbal communication skills.
* Professional and patient approach when assisting customers.
* Ability to work independently and collaborate with a remote team.
* Strong attention to detail and documentation.
Preferred skills
* Experience with ticketing systems such as Jira, Zendesk, or similar platforms.
* Familiarity with JavaScript, Python, Java, C#, or related technologies.
* Experience using Postman, SQL, browser developer tools, or monitoring platforms.
* Knowledge of AWS, Azure, or Google Cloud.
* Previous experience supporting SaaS products.
How to apply
Please include the following information in your proposal:
1. A short summary of your technical support experience.
2. Examples of software products or technologies you have supported.
3. The troubleshooting and ticketing tools you have used.
4. Your availability and time zone.
5. Your hourly rate.
6. One example of a difficult software issue you investigated and resolved.
Please begin your proposal with the words “AuroraSpace Support” so we know you have read the complete project description.
You will investigate reported software issues, identify their causes, communicate clearly with users, and help our developers resolve bugs and improve product performance. This is a remote freelance opportunity that may develop into an ongoing working relationship.
Responsibilities
* Respond to customer questions and software-related issues promptly.
* Troubleshoot, diagnose, and resolve technical problems.
* Reproduce reported issues and document the steps clearly.
* Escalate complex bugs to the appropriate engineering team.
* Work with developers to test fixes and verify resolutions.
* Keep customers informed about progress and expected next steps.
* Maintain accurate records of support cases and customer interactions.
* Create and improve FAQs, troubleshooting guides, and other support documentation.
* Identify recurring issues and recommend product or process improvements.
* Stay informed about new product features, releases, and relevant technologies.
Required skills
* Experience in software support, technical support, QA, or software engineering.
* Strong troubleshooting and problem-solving skills.
* Basic understanding of web applications, APIs, databases, and cloud services.
* Ability to analyze application logs and reproduce technical issues.
* Clear written and verbal communication skills.
* Professional and patient approach when assisting customers.
* Ability to work independently and collaborate with a remote team.
* Strong attention to detail and documentation.
Preferred skills
* Experience with ticketing systems such as Jira, Zendesk, or similar platforms.
* Familiarity with JavaScript, Python, Java, C#, or related technologies.
* Experience using Postman, SQL, browser developer tools, or monitoring platforms.
* Knowledge of AWS, Azure, or Google Cloud.
* Previous experience supporting SaaS products.
How to apply
Please include the following information in your proposal:
1. A short summary of your technical support experience.
2. Examples of software products or technologies you have supported.
3. The troubleshooting and ticketing tools you have used.
4. Your availability and time zone.
5. Your hourly rate.
6. One example of a difficult software issue you investigated and resolved.
Please begin your proposal with the words “AuroraSpace Support” so we know you have read the complete project description.
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