Frontline Technical Support Engineer

Do you enjoy solving puzzles, troubleshooting challenges, and applying your IT expertise to ensure customer success? You might have experience in desktop support, print management, or system administration. If so, we need you!
Reporting to one of our Americas Support Team Leads, this is an exciting opportunity to make a difference in delivering incredible technical support to our customers.
This is a hybrid role, based in our Portland office 2-3 days per week.

Some of the things you'll do...

• You'll keep customers front of mind as you investigate, solve and escalate a variety of service issues.
• You'll work in our global support team responding to tickets that come in via email, web chat, phone and forum support.
• You'll become familiar (or perhaps you already are!) with how our PaperCut products work and the solutions they offer to our partners and customers.
• You'll analyse problems, share insights and contribute to PaperCut's technical knowledge base for continuous improvement.

A little about you...

• You build strong relationships with customers and partners, making sure their voices are heard in product decisions.
• You have curiosity and an eagerness to see something through to completion, ensuring customer satisfaction along the way.
• You like sharing your skills and experiences and want to be impactful, even outside of your team and region.
• You have strong IT knowledge including servers, printing at the O/S layer, and know your Type 3 from Type 4 drivers.

What else you can expect from us...

• We're led by our values in everything we do - Caring, Honest, Intelligent and Nimble (CHIN).
• We are proud to be a true hybrid workplace that supports both in-person connection and flexibility.
• Our office, right by Pine Street Market, has unlimited espresso coffee at our in-house cafe. We'll even train you to be a barista, as we value quality in everything we do.
• PaperCutters are eligible for an annual bonus where we Share the Success of our collective achievements.
• You will get access to a full suite of benefits on day one, including great medical and workers compensation coverage, 401(k) with matching contribution, four weeks paid vacation, generous parental leave, sick, and volunteer leave, longevity leave (extra 5 days paid leave after every 5 years) and more.
• Empowered development options with a spend-as-you-like annual training budget.
• Our Diversity, Equity, Inclusion and Belonging programmes are highly visible day-to-day.

More about PaperCut..
We like to say we're the most exciting company in the most boring part of IT. We're an award-winning market leader in Print Management solutions.
Proudly B-Corp Certified, PaperCut helps hundreds of millions of people around the globe to minimise waste while having a secure and easy printing experience. Simply put, our code saves trees and in our 25 years, we have saved 360,000 trees and counting. Now through our Forest Positive programme, PaperCut Grows, we help customers turn their printed pages into newly planted trees.
Now is an exciting time to join PaperCut as we accelerate the transition of our product suite to cloud and beyond.
Our commitment to you…
Our hiring process lets you show off the very best version of yourself while learning all about us at the same time. Our pinky promise is a candidate experience that’s enjoyable, thorough, and fair. That’s our way of inspiring the world's brightest minds to become PaperCutters.
As an equal opportunity employer that values diversity and inclusion, we proudly encourage people from all walks of life to apply (even tea drinkers). We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, or other applicable legally protected characteristics.
PaperCut is a proud 2022 Circle Back Initiative Global Employer – we commit to respond to every applicant.