Technical Support Specialist

Remote (Based at an approved local secure facility). We work US time zones and ask that you're available during those hours, even if that means adjusting your schedule.

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Remote (Based at an approved local secure facility). We work US time zones and ask that you're available during those hours, even if that means adjusting your schedule.

This role exists to diagnose and resolve technical issues for users while maintaining detailed documentation. You will work in a structured, process-driven environment where accuracy and precision are required. The team operates independently with high autonomy for problem-solving decisions. Work is primarily asynchronous with team members distributed across multiple time zones globally. You will own the full technical support lifecycle from initial diagnosis through resolution and documentation.

• Diagnose and resolve technical issues reported by users using systematic troubleshooting methodologies.
• Create and maintain comprehensive documentation of issues, solutions, and best practices.
• Manage support tickets and prioritize problems based on user impact and severity.
• Provide technical guidance and solutions through remote support tools and communication platforms.

• Proficiency in technical support practices and user issue resolution.
• Proven troubleshooting skills for diagnosing and resolving technical problems.
• Experience creating clear documentation of technical processes and solutions.
• Strong problem-solving ability to address issues systematically and efficiently.
• Hands-on experience with remote support software and diagnostic tools.
• Proficiency with ticketing systems, knowledge bases, and communication platforms.

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