Technical Support Specialist

Job Summary:

Company Overview
Squirrels is a globally recognized creator of cutting‑edge screen mirroring and digital signage software, with a focus on making wireless communication easier for schools and businesses.

Role Overview
We are looking for a highly skilled, customer‑oriented, and resourceful Technical Support Specialist to take ownership of technical support at our company. This is a unique opportunity for someone who enjoys solving a wide variety of technical problems, working independently, and having a direct impact on both our customers and our internal team.

This is a solo operator position. You will be the primary owner of the technical support function and will have significant autonomy over how support operates and evolves. That includes external customer support, internal technical support, ticketing workflows, live chat, phone support, documentation, support tooling, and the processes we use to identify, prioritize, elevate, and resolve technical issues.

Rather than joining a large support organization with narrowly defined responsibilities, you’ll have the opportunity to shape the function yourself. We’re looking for someone with broad technical aptitude who is comfortable learning new systems, investigating unfamiliar problems, and figuring things out. You don’t need to be deeply specialized in one particular technical discipline. Curiosity, resourcefulness, technical range, and the ability to solve problems independently are especially valuable in this role.

In this role, you will provide exceptional technical assistance to our customers, ensuring they can effectively utilize our screen mirroring and digital signage software. You will troubleshoot and resolve technical issues, guide users through setup and usage, and elevate complex problems as necessary. The ability to understand and explain complex scenarios to a wide range of audiences is a must. The ideal candidate has strong problem‑solving skills and a passion for customer service.

This is also an AI‑first role. We expect you to actively use AI tools as part of your day‑to‑day work to investigate issues, improve efficiency, create and maintain documentation, analyze support trends, automate repetitive work, and continuously improve how support is delivered. You’ll also have the opportunity to identify and implement AI‑assisted support strategies that directly improve the customer experience. We’re looking for someone who sees AI as a practical tool for getting better work done, not simply another piece of software to learn.

Because you will have significant ownership of technical support, this role offers substantial room to make an impact, develop new capabilities, introduce better systems, and grow alongside the company.

• Serve as the primary point of contact for customers experiencing technical issues with screen mirroring software, addressing problems related to connectivity, compatibility, and performance.
• Own the day‑to‑day technical support function across customer and internal support, including tickets, email, live chat, phone calls, support workflows, and related processes.
• Take responsibility for evaluating and improving how technical support is delivered, including the tools, workflows, escalation paths, documentation, and processes used to support customers and employees.
• Provide troubleshooting assistance via email, phone, or chat, guiding users through diagnostic steps and resolving issues in a timely manner.
• Diagnose and resolve customer problems with device compatibility, software configuration, network settings, and security/firewall issues.
• Escalate more complex issues to the appropriate internal teams when necessary and track the resolution progress for customer follow up.
• Assist customers with the initial installation and configuration of software, ensuring smooth setup on various devices (tvOS, Windows, macOS, etc).
• Provide step‑by‑step support for users during the installation process, helping to resolve any issues related to system requirements, device pairing, and network configuration.
• Help customers configure advanced features, such as multi‑device mirroring,…