At Acrolinx, we envision a world connected by amazing content that’s ready to make an impact. We help the world’s Fortune 2000 brands to create amazing content at massive scale — across writers, workflows, languages, and cultures. Built on an advanced Al engine, Acrolinx is the only software platform that can actually “read” your content and guide writers to make it better.

We are looking for a Technical Support Engineer based in the United States working 100% remotely. Using Zendesk and online meeting software, you’ll provide the same “so good they can’t stop talking about it” support experience our end users are used to. If you’re customer focused, motivated, ready for technical challenges, and able to work independently and proactively, then you'll probably be awesome at this role!

The Role's Responsiblities:

  • Provide high-level technical expertise for customers in English
  • Communicate with customers and manage issue resolution in our ticketing systems
  • Gather required files, reproduce software issues, formulate, and test issue resolution
  • Apply critical thinking skills to connect information from various sources and provide resolution
  • Escalate tickets as required with all supporting information
  • Collaborate with different product specialists to resolve complex issues
  • Use remote meeting software to meet with customers and troubleshoot issues
  • Assign cases to specific groups within Acrolinx

Ideal Experience:

  • Bachelor's degree in a relevant field or 2+ years practical experience in a technical support or system administration position
  • Experience working remotely
  • Independent, analytical, methodical, proactive approach
  • Strong written, verbal, and interpersonal communication skills
  • Proven ability to convey technical information to a non-technical audience
  • Ability to learn from written documentation with little additional guidance
  • Strong understanding of: OS X, Windows 7/Windows 8/Windows 10, and Linux
  • Solid understanding of the fundamentals of PC hardware, networking, file systems
  • Proven experience in risk management/prioritization
  • Ability to work under pressure
 
YOUR TEAM
 
You’ll join an international team of friendly, dynamic people who are passionate about their jobs. You can expect:
 
- A flat, informal hierarchy and quick decision-making processes.
- Support in getting up to speed.
- Teammates of all ages and backgrounds.
 
We strongly encourage diversity in our team and share a respectful and open mindset. Some of us speak at conferences, organize meetups, write about programming, or contribute to open-source projects.
 
The core of our product is a linguistic engine, which analyzes written text—not just for spelling and grammar but also for good style and consistency. Just take a look at our list of happy customers from various industries such as software, technology, healthcare, manufacturing, and automotive industries.
 

At Acrolinx, we embrace diversity as a catalyst for change – in our global offices and in our supply chain. We believe that it makes us a better, more innovative company. 

We’re strengthening the talent at Acrolinx with a greater focus on diversity and inclusion. Acrolinx welcomes employees from diverse backgrounds such as language/linguistic ability, ethnicity, nationality, sex, sexual orientation, gender identity and expression, class, religion, disability, age, military status, visa status, economic status, and geographic location. 

Acrolinx also acknowledges that diversity cannot exist without inclusion and accessibility, and we commit to growth in all areas. 

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