Title: Technical Support Engineer
About Outsorcy
Outsorcy specializes in connecting top talent in Kosovo with innovative companies in the U.S. We partner with leading B2B SaaS and tech firms, offering tailored staffing solutions that help drive their growth while empowering our team members to build successful careers in a global
environment. At Outsorcy, we’re passionate about bridging the gap between talent and opportunity, creating a collaborative ecosystem that benefits everyone involved.
About the Role
Our client offers a leading cloud-based EQMS platform used by major global brands to drive quality and operational excellence. With strong market presence and recent investment, they’re entering a high-growth phase and seek results-driven professionals to join their journey.
The Technical Support Engineer (TSE) is responsible for engaging with customers through various means of communication, the primary being their support desk (Zendesk). This role
interacts with customers daily to solve everything from the basic to the most complex cases with their application suite. In addition, you will help support our client’s employee needs in systems administration, peripherals, and software.
RESPONSIBILITIES:
- Collaborate with global support teams and partner with Customer Success, Sales, and Operations to provide a 360-degree view of the customer experience.
- Serve as a key point of contact for customers, bringing a positive attitude and strong problem-solving skills daily.
- Work closely with the Product team to provide feedback and influence the product roadmap.
- Act as a thought leader in support methodologies and best practices.
- Resolve complex customer cases by deeply understanding the platform and actively listening to customer needs.
- Support internal employees by managing systems, including ordering equipment and managing software licenses.
- Assist in designing and implementing the future state of device security for internal systems.
QUALIFICATIONS:
- A minimum of 3 years’ experience in a customer-facing role solving problems. (SaaS is preferred).
- Excellent written and verbal communication skills
- Ability to manage competing priorities in a complex environment
- System administration experience
- Ability to learn new software applications quickly and apply learning to complex situations
- Ability to devise creative business solutions for complex problems and document them clearly
- Experience with Zendesk is preferred
How to Apply
Submit your CV to [email protected] with the subject line:
Technical Support Engineer_Application_Name_Last Name
Deadline for applications: 1st of August 2025