Senior Customer Support Engineer

Company Description ANR Business Consulting provides smart, reliable offshore support services that help businesses scale quickly and operate more efficiently. The company specializes in recruitment support, virtual assistants, accounting, digital marketing, and IT solutions for a wide range of clients. By combining skilled offshore talent with a client-first approach, ANR Business Consulting enables organizations to reduce costs, increase productivity, and stay focused on strategic growth. The team is dedicated to delivering flexible, scalable business support tailored to each client’s needs. Professionals joining ANR can expect a dynamic environment that values service quality, collaboration, and continuous improvement.
Role Description The Senior Customer Support Engineer is a full-time remote role responsible for delivering advanced technical and customer support to clients using ANR Business Consulting’s solutions and services. This role handles complex customer inquiries, diagnoses technical issues, and provides step-by-step troubleshooting to resolve problems efficiently. The Senior Customer Support Engineer collaborates with internal teams to escalate and resolve technical incidents, documents solutions, and contributes to improving support processes and knowledge bases. Daily activities include managing support tickets, communicating clearly with customers through multiple channels, and ensuring timely, professional resolution of technical and service-related issues. The role may also include coordinating with field service resources when on-site activities are required and mentoring junior support team members.
Qualifications
Customer support skills, including Customer Support and Communication, with a strong focus on empathy, clarity, and professionalism.
Technical troubleshooting capabilities, including Troubleshooting and Technical Support, with the ability to diagnose and resolve complex issues.
Experience coordinating or working with Field Service teams, ensuring effective handoffs and follow-through on customer issues.
Proven experience in a senior or advanced support engineering role, preferably in IT, SaaS, or related technical environments.
Strong analytical and problem-solving abilities, with attention to detail and accurate documentation of issues and resolutions.
Comfort working fully remotely, with reliable internet connectivity, effective time management, and self-directed work habits.
Excellent written and verbal communication skills in English, including the ability to explain technical concepts to non-technical audiences.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
Familiarity with help desk or ticketing systems and remote diagnostic tools; experience creating or maintaining knowledge base content is a plus.

Work arrangement
Yes