Technical Support Engineer [Remote]

Assima is a global leader in digital adoption, training, and performance support solutions tailored for the world’s largest enterprises. With our patented technology, we empower 15 of the top 20 banks, leading hospital networks, and major international organizations to streamline software adoption and improve user productivity. We are currently building the next generation of our product suite—designed with a scalable, cloud-native architecture, cutting-edge web technologies, and advanced AI/Machine Learning features. At Assima, innovation and impact go hand in hand, and we’re looking for passionate individuals to help shape the future of enterprise learning.

We are seeking a smart and talented Technical Support Engineer to join our growing team. This role provides world-class technical support to high-profile enterprise clients and plays a key role in ensuring the successful deployment and operation of our cloud-based solutions. You’ll collaborate closely with Research and Development (R&D) to integrate test cases, troubleshoot complex issues, and deliver software updates. The ideal candidate is a strong communicator with a solid foundation in AWS services and infrastructure.

Responsibilities:

· Provide expert-level support for Assima’s cloud-based platform, primarily hosted on AWS / Azure

· Manage and support large-scale deployments of Assima services across enterprise environments

· Collaborate with the consulting team to ensure a seamless handover from implementation to support

· Analyze, troubleshoot, and resolve product issues efficiently; respond to tickets within defined SLAs

· Review and validate HTML/XML templates based on client needs

· Meet with clients to resolve technical issues and propose interim solutions when needed

· Support and optimize internal IT systems and AWS environments

· Participate in weekly meetings with R&D to evaluate product updates and bug fixes

· Conduct regression and functionality testing on new software builds

· Stay up to date and certified on relevant AWS services (e.g., EC2, S3, RDS, Lambda, CloudWatch)

· Contribute to internal documentation and Assima’s technical knowledge base

· Review application logs, CloudWatch metrics, and debug error messages to identify root causes

· Recommend and implement infrastructure improvements using AWS best practices

· Work collaboratively with clients, teammates, and stakeholders to meet project goals and deadlines

· Perform other support-related tasks as assigned by the Head of Support

Requirements

We are looking for someone who:

· Previous experience in technical or software support, ideally in a SaaS or cloud-based environment

· Proficiency in AWS services, CLI, and management tools (AWS certifications a plus)

· Strong troubleshooting skills in web environments (HTML, XML, browser dev tools)

· Complete fluency in English

· High sense of ownership and urgency in managing client issues

· Excellent communication, documentation, and organizational skills

· Familiarity with software QA, testing methodologies, and version control tool