Technical Support Specialist

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Troubleshoot existing product issues with clients by utilizing the company's established procedures and diagnostic tools.

• Pose effective diagnostic inquiries, document findings, and identify the suitable subsequent steps.

• Take ownership of assigned cases until resolution, including providing timely updates and follow-ups to customers.

• Collaborate with customers, service partners, and internal teams to organize field visits and monitor outcomes.

• Escalate intricate issues to Engineering, providing a clear summary of symptoms, completed troubleshooting actions, and supporting details.

• Keep precise case records in Zendesk, Jira, and other support systems.

• Identify gaps or recurring issues and contribute to the enhancement of troubleshooting procedures, support documentation, and tools.

• Work closely with Customer Experience, Field, and Engineering as support processes evolve.

• Assist customers in navigating next steps through phone, email, and SMS communication.

• Coordinate with service partners when a field visit is necessary.

• Collect relevant findings and deliver clear escalations to Engineering.

• Remain accountable for customer communication and follow-up until resolution.

⛳️ Requirements

• A minimum of 3 years in customer-facing technical support or remote troubleshooting.

• Experience with hardware, connected devices, appliances, or field service is highly advantageous.

• Must have prior experience working during US hours.

• Experience in developing or standardizing processes (SOPs, macros, knowledge base, escalation protocols).

• Ability to operate in ambiguous situations without a predefined script.

• Comfortable interacting with both non-technical end users and engineers or field technicians.

• Individual contributor role, not a team leader, but possesses sufficient seniority.

• Bilingual in Spanish and English is strongly preferred.

• HVAC experience is a plus.

🏝️ Benefits

• Flexibility for permanent remote work.

• Paid Time Off.

• Health Maintenance Organization (HMO) coverage.

• Annual performance bonuses.

• Dedicated coaches provide an additional channel for support and skill development.

• Opportunities for professional growth.