Remote Technical Support Engineer

Company Overview:
Upwork is a leading platform that connects businesses with freelancers for various projects. Our remote-first culture values flexibility, autonomy, and collaboration. We believe in empowering our employees to work from anywhere in the USA, fostering a diverse and inclusive work environment.

Position Summary:
As a Remote Technical Support Engineer at Upwork, you will play a crucial role in providing exceptional customer support for our remote customer base. You will troubleshoot technical issues, resolve customer queries, and ensure a seamless user experience.

Key Responsibilities:
- Respond to customer inquiries via email, chat, or phone in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to our platform.
- Collaborate with cross-functional teams to escalate complex technical problems.
- Document and track customer interactions and issue resolutions accurately.
- Provide proactive solutions to prevent recurring technical problems.

Required Qualifications:
- Proven experience in technical support or a similar customer-facing role.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills and customer-oriented approach.
- Ability to work independently in a remote setting.
- Familiarity with remote work tools and practices.
- Bachelor's degree in Computer Science or related field is a plus.

Technical Requirements:
- Dedicated home office space with high-speed internet access.
- Proficient in using video conferencing tools for virtual meetings.
- Comfortable working in a flexible schedule with occasional weekend shifts.
- Ability to work in the Pacific or Eastern time zone.

Desired Skills:
- Experience with CRM software such as Zendesk or Salesforce.
- Knowledge of HTML, CSS, or JavaScript for basic troubleshooting.
- Familiarity with project management tools like Jira or Trello.
- Strong collaboration skills for remote team interactions.

Compensation & Benefits:
- Competitive annual salary range of $50,000 - $70,000 based on experience.
- Home office stipend or equipment provided for a comfortable workspace.
- Health insurance, retirement plans, and other standard benefits.
- Flexible working hours to accommodate personal commitments.
- Virtual team building activities and professional development opportunities.

How to Apply:
To join our remote team at Upwork, please submit your resume and a cover letter highlighting your relevant experience and why you are interested in this role. We look forward to reviewing your application and potentially welcoming you to our distributed team.