Technical Support Engineer (Remote - US Central hours)

SpotMe is a leading B2B event platform focused on delivering CRM-connected, high-quality experiences across in-person, virtual, and hybrid events, with a strong focus on life sciences. SpotMe powers Onomi, an HCP engagement product enabling medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars.

• Real troubleshooting instinct: form hypotheses, test, and narrow down causes.
• Curiosity about how networks, browsers, devices, audio/video, and systems interoperate.
• Rapid analytical and logical reasoning under time pressure.
• Ability to multitask and manage multiple real-time customer chats.
• Comfort working with configurable systems and complex event setups.
• Empathy and clarity to communicate findings to non-technical stakeholders.
• Resilience and ownership, especially during critical live issues.
• Experience in cross-team collaboration with Engineering.
• Technical education or equivalent hands-on experience in technical support, application support, QA, IT, or event technology is advantageous but not mandatory.

First month objectives:

• Complete onboarding including training and shadowing across Support, Engineering, and Operations.
• Build strong working relationships within teams.
• Become fluent in support workflows, tooling, and troubleshooting frameworks.
• Manage 200+ real customer conversations via live chat and ticketing.
• Demonstrate clear, concise, and confident customer communication.

First 3 months objectives:

• Manage high-volume real-time chats with first response under 30 seconds.
• Maintain >93% customer satisfaction (CSAT).
• Analyze and reproduce product issues using strong technical reasoning.
• Work confidently across platform areas including live sessions, apps, access, configuration, and data flows.
• Distinguish between product bugs and configuration issues.
• Join on-call rotation for critical live customer needs.

First 6 months objectives:

• Become a recognized frontline product expert and escalation authority.
• Consistently exceed >95% CSAT handling 25+ chats daily.
• Resolve complex issues without escalation and drive recurring issue fixes.
• Contribute to documentation, tooling, and workflow improvements.
• Document investigations to enable team knowledge sharing.
• Bridge customers and Engineering with precise issue documentation and impact understanding.

SpotMe operates a 24/7 "follow-the-sun" global support model. Note: work schedule follows US Central hours.

Data processing complies with GDPR; candidate personal data rights and privacy information are provided by SpotMe, based in Lausanne, Switzerland.