Technology Support Specialist

We are partnering with a growing organization to hire a Technology Support Specialist to join their IT team. This is a fully remote opportunity supporting customers and end users across a variety of software and hardware platforms. Candidates must reside on the West Coast and be comfortable working a Tuesday–Saturday schedule within a 7:00 AM – 7:00 PM PT window. The ideal candidate is customer-focused, technically strong, and thrives in a fast-paced support environment.

Responsibilities

• Provide technical support to customers and end users via phone, chat, and email across installation, operation, and troubleshooting scenarios
• Act as a subject matter expert on supported hardware and software platforms and their integration with broader systems
• Serve as a liaison between end users and engineering teams to communicate issues, enhancements, and product feedback
• Document solutions, processes, and troubleshooting steps through knowledge base articles, FAQs, and runbooks
• Identify recurring issues and recommend process or product improvements to improve user experience and reduce ticket volume
• Manage and prioritize support tickets while meeting SLA requirements and key performance metrics (CSAT, response time, resolution time)
• Escalate issues appropriately and maintain ownership through resolution
• Collaborate cross-functionally to support product rollouts, updates, and customer success initiatives

Requirements

• 3–4+ years of experience in technical support, help desk, or IT support environments
• Must reside on the West Coast and be able to work Tuesday–Saturday, 8-hour shifts within a 7:00 AM – 7:00 PM PT window
• Ability to work flexible shifts during the first 90 days of employment
• Experience supporting SaaS platforms or customer-facing technical products preferred
• Hands-on experience with Tier 1 / Tier 2 support, including troubleshooting and escalation workflows
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or similar tools
• Experience working in a contact center environment (calls, chats, email support)
• Strong communication skills with the ability to translate technical concepts into user-friendly language
• Ability to manage multiple priorities and work independently in a remote environment
• Basic understanding of software systems and IT concepts

Nice to Have:

• ITIL knowledge or certification
• Exposure to contact center platforms (e.g., Genesys, Five9, Avaya)
• Experience with IoT or wireless networking concepts (Wi-Fi, device connectivity, provisioning)
• Basic Linux command line experience