How Remoteville checks and expires listings
Technical Support Operations
Skills
Software As A ServiceContextCustomer SuccessReproductionSalesService-Level AgreementsStructured Finance
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years in Tier 2 escalation or advanced technical support
- Strong networking fundamentals including TCP/IP VLANs firewall configuration and connectivity troubleshooting
- Hands-on experience troubleshooting hardware and device-level issues
- Structured problem solving and systematic root-cause analysis
- Strong written and verbal communication skills
- Experience with Zendesk or similar support platforms including workflow configuration or administration
- Comfortable in fast-paced cross-functional environments
- Experience supporting enterprise or high-touch customer environments
- Exposure to AI-enabled support tooling automation workflows or Copilot-style systems
- Track record of strong productivity quality and customer satisfaction performance
Nice to have
- Operational maturity
- Technical curiosity
- Customer instincts
- Systems thinking
- Cross-functional mindset
Day to day
- Own escalated Tier 2 technical cases and resolve complex issues across networking firewall hardware and connectivity
- Diagnose root causes using systematic troubleshooting isolation and reproduction in nuanced customer environments
- Partner with Product Engineering Customer Success and Sales to improve escalations tooling knowledge and support operations at scale