Overview:
As a frontline champion of our customer experience, the Technical Support Engineer plays a pivotal role in driving customer satisfaction, retention, and long-term success. You’ll be the trusted technical advisor and first point of contact for our users, ensuring swift resolution of issues and delivering a seamless support journey. Your work directly influences product adoption, customer loyalty, and operational efficiency-making this a high-impact role within our organization.
At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you’re excited about being part our growth story, we’d love to chat!
About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.
This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.
At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.
Click here to learn more about our values and benefits
The Opportunity:

KNOWLEDGE BASE DEVELOPMENT

Create and maintain customer-facing documentation that empowers users to self-serve and reduces inbound support volume.

What You’ll Gain:

• BUSINESS IMPACTYour work directly influences customer satisfaction, retention, and product adoption—making you a key contributor to company growth.
• PROFESSIONAL GROWTHAccess to ongoing training, mentorship, and career development opportunities in a fast-paced, tech-driven environment.

Qualifications:

EXPERIENCE:

• 2+ years in a technical support or help desk role, in SaaS or software environment.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Experience troubleshooting web-based applications, APIs, & integrations.
• Familiarity with basic networking concepts, browser dev tools, or log analysis.
• Basic understanding of SaaS architecture (e.g., AWS, Azure).
• Exposure to SQL, scripting, or basic coding is not required but a plus.
• Experience contributing to or maintaining internal/external knowledge bases or documentation.

INTERPERSONAL SKILLS:

• Strong problem-solving and critical thinking abilities.
• Patience and empathy through active listening ensure customers feel heard and understood.
• Excellent presentation and demonstration skills.
• Ability to build rapport and trust with customers at all levels.
• Customer service orientation with a focus on long-term satisfaction and loyalty.
• Self-motivated, flexible, and open to feedback and development.