Customer Support Engineer


We are looking for a Customer Support Engineer with experience to provide high-quality enterprise-level assistance to our customers. The incumbent will diagnose and troubleshoot software and hardware issues and help our customers install applications and programs. The Customer Support Engineer will be responsible for resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. Both email and chat applications will be used to provide customers with timely responses to IT issues. Complex issues that require nuanced instruction, will be provided to the customer via phone and/or clear, documented instructions and technical manuals.

Reports to: Joseph Sadaka, Technology
Location: Chicago, Illinois


Our team's digital inventiveness and mobile location expertise creates brand stories that produce results. We are seasoned professionals who have worked in marketing, technology, mobile, and beyond. Our skills include Micro-fencing, mobile strategy, data analytics, and more.

  • Effective communication with third parties, such as partners and customers regarding technical issues and customer service inquiries, both orally and written
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Provide effective communication with customers to diagnose and identify the root cause
  • Provide prompt and accurate feedback to customers
  • Follow-up with customers to ensure their IT systems are fully functional once troubleshooting is complete
  • Accurately track and resolve system issues within the company standard time frame for resolution 
  • Communicate with customers via phone, email or chat through the duration of matter ensuring the issue has been resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Ensure all issues are properly logged
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice

Preferred Qualifications:

  • Proven work experience as a Customer or Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or a similar role
  • Strong understanding of the common challenges with mobile/embedded devices including power management, and resource optimization
  • Ability to diagnose and troubleshoot technical issues
  • Excellent critical thinking and problem-solving skills
  • Ability to provide step-by-step technical help both written and verbal



Desired Skills and Qualification
Minimum Requirements

  • Bachelor’s Degree from a four-year college or university in Computer Science, Information Technology, Software Engineering or a relevant field
  • Must have iOS mobile development experience with Objective C and Swift (Preferably 1+ years)
  • Must have Android mobile development experience with Java (Preferably 1+years)
  • Must have experience working with REST APIs and familiarity with AWS Cloud services
  • Excellent account management, follow-through, and attention to detail.  Including written and verbal communication skills




Digital Factory is an Equal Opportunity Employer

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