Senior Tech Support Specialist

Job Summary

Working remotely in a full-time capacity, the Senior Tech Support Specialist will serve as an escalation point for enterprise security and data privacy issues within a 24/7 technical support call center, troubleshooting complex technical escalations and managing real-time call and ticket queues.

Key responsibilities

• Act as an L1.5 subject matter expert for enterprise security, gateway infrastructure, authentication, and data privacy issues
• Triage and troubleshoot escalated calls and tickets related to security gateways and identity/access management
• Document incident details and maintain compliance with security and privacy standard operating procedures

Required qualifications

• High School Diploma / GED required
• 3+ years of technical support experience in an IT or call center environment
• 2+ years of experience troubleshooting enterprise security infrastructure and authentication platforms
• Experience adhering to compliance workflows and data privacy guidelines (e.g., HIPAA)
• 65+ WPM typing speed with strong accuracy