Job Summary

Global MNC Tech is seeking a motivated and customer-focused Home-Based Technical Support Engineer – Tier 1 to join our growing global support team. In this role, you will serve as the first point of contact for customers using our innovative SaaS platform, assisting with technical inquiries, troubleshooting product issues, and ensuring an exceptional user experience.

The ideal candidate is technically inclined, highly communicative, and passionate about helping customers succeed with cloud-based software solutions. This is a fully remote opportunity offering flexibility, exposure to international clients, and the chance to work with a fast-growing technology organization.

Key Responsibilities

• Provide first-level technical support for customers using the companys SaaS platform via chat, email, and ticketing systems.

• Diagnose and troubleshoot common technical issues related to software configuration, user access, integrations, and performance.

• Guide customers through step-by-step solutions and best practices to resolve product-related challenges.

• Document issues accurately in the helpdesk ticketing system and maintain detailed records of support interactions.

• Escalate complex technical problems to Tier 2 or engineering teams when necessary.

• Collaborate with product, engineering, and customer success teams to improve service delivery and product functionality.

• Assist customers with onboarding guidance, product navigation, and feature understanding.

• Contribute to the development of internal knowledge bases, FAQs, and troubleshooting documentation.

• Maintain service level agreements (SLAs) and ensure timely resolution of support tickets.

Required Skills and Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).

• Strong understanding of SaaS platforms, cloud applications, and web technologies.

• Excellent written and verbal communication skills in English.

• Familiarity with helpdesk tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms.

• Basic knowledge of networking, APIs, browser troubleshooting, and operating systems.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple support requests in a fast-paced remote environment.

• Customer-centric mindset with strong interpersonal skills.

Experience

• 1–3 years of experience in technical support, helpdesk support, or IT support roles.

• Prior experience supporting SaaS products or cloud-based applications is highly preferred.

• Experience working with global customers or remote teams is considered a strong advantage.

Working Hours

• Fully remote / work-from-home position.

• Flexible scheduling with coverage across global time zones.

• Standard shift: 8 hours per day, 5 days per week.

• Occasional weekend or rotational shifts may be required depending on support coverage.

Knowledge, Skills, and Abilities

• Strong troubleshooting mindset and ability to analyze technical issues quickly.

• Ability to translate complex technical concepts into simple customer-friendly explanations.

• Self-motivated and capable of working independently in a remote environment.

• Strong documentation and organizational skills.

• Ability to remain calm and professional while assisting customers with urgent issues.

• Continuous learning attitude toward new technologies and product updates.

Benefits

• Competitive salary with performance incentives.

• Fully remote work environment.

• Paid training and professional development opportunities.

• Health and wellness benefits package.

• Paid vacation, holidays, and sick leave.

• Opportunity to work with global teams and international clients.

• Career growth opportunities within a rapidly expanding technology company.

Why Join Global MNC Tech

At Global MNC Tech, we are building the next generation of SaaS solutions that power businesses around the world. Our team is composed of talented professionals who are passionate about innovation, collaboration, and delivering exceptional customer experiences.

By joining our team, you will have the opportunity to work with cutting-edge cloud technology, develop valuable technical skills, and grow your career in a supportive, inclusive, and forward-thinking environment.

How to Apply

Interested candidates are invited to submit their updated resume and a brief cover letter highlighting their relevant technical support experience.

Applications can be submitted through the companys careers portal or by emailing the recruitment team with the subject line: Application – Home-Based Technical Support Engineer (Tier 1)