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.

Primary Responsibilities:

• Serve as the first point of contact for Poppulo customers requiring technical assistance with our software, services, and supported hardware platforms.
• Diagnose and troubleshoot technical issues across a variety of environments, including user workstations, basic networking, security configurations, and server setups.
• Troubleshoot a wide range of customer environments and configurations, often without the aid of predefined resolution scripts or documentation.
• Investigate customer-reported problems by analyzing logs, system behavior, and configuration data, escalating complex issues when appropriate.
• Accurately document all interactions via phone, email, web, or internal channels using the ticketing system, ensuring transparency and traceability.
• Track and monitor ongoing cases, clearly documenting troubleshooting steps and working toward timely and effective resolution.
• Collaborate with cross-functional teams and Tier 2/3 support engineers to escalate unresolved technical problems and identify solutions.
• Continuously develop knowledge of Poppulo's software architecture, services, and integrations through training and collaboration.
• Promote a positive customer experience by demonstrating empathy, technical expertise, and proactive communication throughout each support interaction.
• Participate in rotating shifts, including evenings, nights, weekends, and holidays, as required by business needs.
• Perform other technical duties as assigned to support departmental or company-wide initiatives.

Skills & Experience Required:

• Bachelor’s degree in Computer Science, Information Technology, or related field—or equivalent work experience.
• 4+ years in a technical support, IT helpdesk, or system/network support role.
• Strong analytical and troubleshooting skills across a range of software and hardware environments.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to quickly learn proprietary and third-party applications to effectively support end users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk, Jira).
• Familiarity with Windows and macOS operating systems, user configurations, and remote diagnostics.
• Basic understanding of network protocols and troubleshooting tools (e.g., TCP/IP, ping, traceroute, ports, VPN).
• Ability to work effectively with customers of varying technical backgrounds.

Preferred / Nice-to-Have Experience:

• Windows administration (file sharing, permissions, group policy, Active Directory, DNS, DHCP).
• Basic SQL skills, including user/database creation and simple queries using SQL Server Management Studio.
• Remote support tools such as LogMeIn, GoToMeeting, VNC, Dameware, and RDP.
• Exposure to scripting (e.g., PowerShell, Bash) to assist with automation and diagnostics.
• Experience supporting or working with virtualized environments (VMware, Hyper-V).
• Basic familiarity with firewall concepts, routing, VLANs, and static IP configuration.

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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