Technical Support Engineer, Tier 1

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

The Opportunity:

We’re looking for a Technical Support Engineer who’s passionate about solving problems, helping people, and learning new technologies. You’ll play a key role in supporting our customers by providing technical assistance and ensuring a great experience across Poppulo’s SaaS platform. 

This is a great opportunity for someone with a solid foundation in technical support who’s ready to grow their skills and make a real impact in a collaborative team environment. 

Primary Responsibilities:

• Provide responsive, technical support to customers through chat, email, phone, and screen sharing.
• Help users troubleshoot and resolve a variety of software and platform-related issues.
• Clearly document the steps taken to solve problems and keep track of progress for team visibility and hand-off.
• Build your knowledge of Poppulo’s products, services, and tools so you can offer more in-depth support over time.
• Collaborate with teammates to share knowledge, improve processes, and support a positive customer experience.
• Stay organized and follow up on open issues to ensure nothing falls through the cracks.
• Work flexible hours, to support our global customer base.
• Complete customer-required background checks
• Take on other tasks or projects as needed to support the team. 

Skills & Experience Required:

• A degree in Computer Science, Information Technology, or similar – or equivalent hands-on experience.
• At least 4 years of experience in a customer-facing technical support role, with excellent knowledge of Window Server Administration: WMI, Active directory, DNS, DHCP, Server roles.
• Experience in OS troubleshooting, log analysis, Network LAN and Firewall concepts, as well as and NTFS and File Management Structures
• Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP
• Confidence in troubleshooting technical problems and explaining solutions clearly.
• A strong sense of ownership and a willingness to learn new systems and tools.
• A team player with good communication skills who enjoys working with others to solve problems.
• Customer-focused mindset – you care about helping people and getting things right. 

Why Join Us? 

• A supportive team that values learning, collaboration, and continuous improvement.
• Opportunities to develop your skills and grow your career in a fast-paced, tech-driven company.
• The chance to work with a global customer base and cutting-edge communication technology. 

Note: Flexible to work in 24/7 support.

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.
We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.
Poppulo is an equal opportunity employer.
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