Level 1 Helpdesk Support Engineer

About the role

We are looking for a Level 1 Helpdesk Support Engineer to provide first‑line assistance for our SaaS‑based ERP and inventory/accounting platform. The role involves troubleshooting technical issues, managing tickets, and delivering a high‑quality customer experience.

Key responsibilities

• Create, track, and resolve helpdesk tickets within defined SLA targets.
• Troubleshoot technical problems and, when necessary, escalate to Level 2 support.
• Perform root‑cause analysis and document standard operating procedures.
• Maintain accurate ticket documentation and generate performance reports.
• Collaborate with internal product and engineering teams to ensure effective issue resolution.

Required profile

• Minimum 2 years of experience in technical troubleshooting and issue resolution.
• At least 2 years managing helpdesk tickets and handling escalations.
• Experience in a customer‑facing support role.
• Advanced English proficiency for handling customer calls.

Required skills

• Technical troubleshooting and problem resolution.
• Familiarity with SaaS platforms and ERP/inventory systems.
• Knowledge of QuickBooks or similar accounting integrations.
• English language proficiency.