Technical Support Specialist

1. About Our Client:

The organization operates in the technology sector, providing a secure cloud hosting platform designed to support critical project applications primarily within project and capital-intensive industries. It addresses the challenge of managing and analyzing complex project data by delivering clean, accurate, and structured reporting and analytical databases. The company is expanding its capabilities to include predictive transformation through integrated data solutions, helping clients unlock data value to make informed strategic decisions. The organization supports a diverse workforce and emphasizes workplace flexibility, health, wellness, and professional growth.

2. About the Opportunity:

The Technical Support Specialist role is essential for maintaining smooth operation of business applications, networking, and hardware systems. The position focuses on resolving technical issues efficiently to ensure customers experience minimal downtime and confidence in service. This role supports the organization’s commitment to high-quality customer service by troubleshooting problems, collaborating with vendors, and guiding customers through technical challenges. The position also contributes to continuous improvement in support processes and mentoring junior staff, making it integral to the team’s overall effectiveness and reliability.

3. Responsibilities:

• Respond to support inquiries via calls, chat, email, and other communications

• Troubleshoot issues with software, servers, networking, and hardware in line with service level guidelines

• Guide customers through diagnostics and troubleshooting using tools and instructions

• Identify and address application alerts from monitoring systems

• Escalate complex or unresolved issues to higher-tier support or product teams promptly

• Collaborate with internal staff and third-party vendors to resolve customer challenges

• Identify recurring issues and work to implement permanent fixes

• Support continuous improvement efforts in the support team and organization

• Perform application quality assurance for new setups, upgrades, and patching

• Ensure customer communication complies with security policies

• Follow and document change management processes

• Create and maintain knowledge base articles for common issues

• Document all steps and interactions in support cases

• Complete required training and stay current with technology trends

• Follow change and problem management processes

• Participate in a 24/7 on-call rotation for IT operations support

• Mentor junior support staff through guidance and knowledge sharing

4. Requirements:

• 2-4 years of IT customer support experience, focused on applications

• Prefer experience with Primavera, Autodesk, ESRI, or similar tools

• Experience with Windows operating systems including Server 2016 and 2019

• Knowledge of construction project management processes is a plus

• Proficient in hardware and software installation and configuration

• Intermediate skills in troubleshooting application infrastructure

• Ability to manage case escalations and implement fixes or escalate appropriately

• Able to explain technical issues to both technical and non-technical audiences

• Strong communication and interpersonal skills

• Capable of working independently and collaboratively

• Attention to detail and commitment to quality

• Strong analytical and problem-solving skills

• Available to work fully remote Monday-Friday PST hours with weekend on-call rotation at least once every six weeks and two holidays per year

• Bachelor’s degree in Computer Science or related field preferred

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

6. Benefits & Perks:

• Workplace flexibility

• Commitment to health and wellness

• Opportunities for professional growth

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.