Technical Support Specialist
Job Summary
Working remotely during the 3rd shift, the Technical Support Specialist will provide fast and accurate remote technical intake, triage, and recovery of customer production equipment, ensuring minimal downtime and avoiding unnecessary field service dispatches.
Key responsibilities
- Serve as the first technical point of contact for inbound customer support requests, performing structured intake to identify machine state and fault conditions
- Execute remote troubleshooting using telemetry and customer observations to restore operation and escalate complex issues when necessary
- Document all tickets accurately in management systems, capturing failure modes and resolution outcomes to support service transparency and lifecycle analytics
Required qualifications
- 3+ years of experience in technical support, field service support, or equipment troubleshooting
- Hands-on experience supporting electromechanical or automated equipment
- Ability to troubleshoot systems using logical and structured diagnostic approaches
- Proficiency with Field Service Management platforms and digital workflows
- Strong technical troubleshooting skills and ability to perform effectively in high-pressure situations
Complete Job Description
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