Senior Technical Support Specialist; Remote

Our client, a global innovator in software solutions for industrial processes, is seeking a highly experienced Senior Technical Support Specialist to join their dedicated remote support team. This fully remote position is vital for providing advanced technical assistance to clients, ensuring the seamless operation of our client's complex software systems. You will act as a key escalation point, diagnosing and resolving challenging technical issues, and contributing to the continuous improvement of support processes.

We are looking for an analytical thinker with a deep understanding of software applications and a passion for delivering exceptional customer service in a remote-first environment.

• Provide Tier 3 technical support for complex software issues via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve software bugs, performance issues, and integration challenges.
• Escalate unresolved issues to the engineering and development teams, providing detailed information and documentation.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Assist in the installation, configuration, and deployment of software solutions remotely.
• Train and mentor junior support staff, sharing technical expertise and best practices.
• Analyze support trends and provide feedback to product management and development teams for product improvement.
• Manage client relationships, ensuring timely and effective resolution of support requests.
• Contribute to the development and refinement of support processes and procedures.
• Stay abreast of new product features, updates, and industry trends in industrial software.

• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 5 years of experience in technical support, software troubleshooting, or a related IT role.
• Proven expertise in diagnosing and resolving complex software issues, preferably in an enterprise environment.
• Strong understanding of operating systems (Windows, Linux), networking protocols, and database technologies.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Desk), and CRM software.
• Ability to work independently and manage multiple priorities effectively in a remote setting.
• Experience in scripting or programming languages is a plus.
• A customer-centric approach with a dedication to providing outstanding service.

This role offers a highly competitive salary and the significant advantage of being fully remote, providing unparalleled flexibility and work-life balance. Our client provides a comprehensive benefits package, including medical coverage, retirement contributions, and generous paid time off. You will have opportunities for continuous learning and professional growth through access to advanced training, certifications, and exposure to cutting-edge technologies. Join a collaborative and innovative team where your expertise is valued, and you can make a substantial impact on client success and product development.