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Technical Support Specialist
Skills
Software As A ServiceAcceleratorAirline TicketingContextDesktop VirtualizationProject Portfolio ManagementReproduction
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1–3 years in technical customer support help desk IT support or similar role
- Experience using Zendesk or a similar ticketing system to triage and manage a queue
- Excellent written communication for technical and non-technical audiences
- Comfortable working with AI tools as a collaborator and productivity aid
- Demonstrated ability to prioritize and manage support workflows independently
- Based in the US with availability during standard US business hours
- Self-directed and able to work autonomously on a distributed team
Nice to have
- Curious
- Autonomous
- Customer-focused
- Detail-oriented
- Collaborative
Day to day
- Own and triage the Tier 1 support queue with clear priorities and next actions, keeping tickets moving smoothly to resolution.
- Provide human oversight for the AI support agent by reviewing low-confidence responses, correcting recurring mistakes, and improving knowledge resources.
- Handle escalations to development, platform engineering, and product teams by collecting reproduction steps impact details and complete context while remaining the customer-facing contact.
- Manage Apple Business Manager and MDM onboarding for customers, troubleshoot enrollment issues, and support SSO implementations and certificate renewals.