Senior Technical Support Specialist

Job Summary

As a remote, full-time Senior Technical Support Specialist, the candidate will manage complex technical escalations, drive deep technical investigations, and collaborate with customer-facing teams to resolve high-impact customer cases.

Key responsibilities

• Serve as the escalation point for challenging customer cases, investigating and resolving advanced technical issues
• Lead in-depth root cause analysis of product issues across the SaaS platform and hardware devices
• Collaborate with Customer Success and Account teams to align on customer impact and resolution strategies

Required qualifications

• Bachelor's degree in a technical field or equivalent hands-on experience in technical support environments
• 4-6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments
• Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.)
• Experience using diagnostic tools and analyzing logs to investigate technical issues
• Skilled in navigating cross-functional relationships with technical and non-technical stakeholders