The Technical Support Engineer is responsible for ensuring that Holouly’s clients and users of its SaaS products (MDAWEM, Right Now, and ETEPS) receive timely, accurate, and high‑quality technical support. The role is designed to resolve customer issues, maintain high customer satisfaction, provide product expertise, and coordinate internally to improve product stability, usability, and performance. This position is an essential element between users, the product development team, and customer success, helping deliver solutions, minimize downtime, and drive continuous improvement.
Job Responsibilities:
Ticket & Issue Management
Receive, log, and prioritize support tickets from clients using MDAWEM, Right Now, and ETEPS.
Diagnose technical issues, perform root cause analysis, identify workarounds, and escalate complex issues when necessary.
Follow up on open tickets, ensure SLAs are met, and...