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Technical Sales Support Engineer

manifold technologies
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Overview

We are seeking a Technical Sales & Support Engineer to join our growing team. This is a contract / part-time role with a European technology start-up that has a strong U.S. presence. The position offers flexible, as-needed hours, remote work, and regular travel opportunities (25–50%).

The ideal candidate is customer-focused, highly organized, and equally comfortable solving urgent technical issues and documenting best practices. You’ll be the first line of technical assistance for our customers, maintain and grow our knowledge base, and provide both pre- and post-sales technical support to help customers succeed with our products.

Key Responsibilities:

  • Customer Support – Provide responsive, expert technical assistance via Slack, email, phone, and remote screen sharing tools (TeamViewer, AnyDesk). Diagnose issues, recommend solutions, and guide customers to resolution.
  • Knowledge Base Management – Create, update, and maintain a structured knowledge base of FAQs, how-to guides, and troubleshooting articles based on customer interactions.
  • Pre-Sales Assistance – Assist the sales team by delivering remote and on-site product demos, showcasing technical features and workflows.
  • System Design – Help create high-level system/solution drawings and assist in preparing customer quotes for proposals and RFPs.
  • Commissioning & Installation – Provide post-sales technical support by commissioning and installing products, both remotely and on-site. Coordinate basic project management tasks (scheduling, resource coordination) when assigned.

Required Skills & Experience

Customer Interaction & Communication

  • Excellent verbal and written communication skills; able to explain technical concepts clearly to both technical and non-technical audiences.
  • Ability to remain calm, professional, and solutions-focused when assisting customers with urgent issues.
  • Strong interpersonal skills with a track record of building trust and rapport with customers and colleagues.
  • Comfortable working in customer-facing channels including Slack, email, phone, and video calls.

Organizational & Documentation

  • Strong attention to detail when documenting issues, solutions, and workflows in a knowledge base.
  • Ability to translate real-world customer problems into clear how-to guides, FAQs, and troubleshooting steps.
  • Proficient with Google Workspace (Docs, Sheets, Slides, Drawings) for creating and maintaining documentation, diagrams, and proposals.

Technical Skills

  • Solid understanding of Ubuntu Linux administration and shell scripting.
  • Familiarity with networking fundamentals (IP/Ethernet), routing, and switching; multicast networking (IGMP, PIM) is highly desirable.
  • Experience with broadcast/media production workflows is a plus.
  • Familiarity with Arista or Cisco networking equipment is beneficial.
  • Knowledge of Node.js and/or TypeScript (tsx) is an advantage.
  • Experience with Docker container environments and public cloud environments (AWS, Azure, GCP) is beneficial.
  • Understanding of how to read and create professional high-level system and workflow diagrams.

Join us as we strive to deliver outstanding support that empowers our clients to succeed!

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