Part-Time Technical Support Specialist

About the role

Join Hireframe’s Tier 2 support team as a Part‑Time Technical Support Specialist, providing remote assistance to customers facing complex product issues. You will troubleshoot, coordinate field visits, and manage escalations while maintaining clear communication throughout the case lifecycle.

Key responsibilities

• Troubleshoot known product issues using company procedures and diagnostic tools.
• Document findings, ask diagnostic questions, and determine next steps.
• Own assigned cases through resolution with timely updates and follow‑up.
• Coordinate customers, service partners, and internal teams for field visits and track outcomes.
• Escalate complex issues to Engineering with detailed summaries.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify recurring issues and contribute to improving troubleshooting procedures and documentation.

Required profile

• 1–2+ years of customer support experience, comfortable with phone communication.
• Ability to follow procedures and handle standard troubleshooting, escalating cleanly when needed.
• Spanish/English bilingual preferred.

Required skills

• Proficiency with Zendesk ticketing system.
• Experience using Jira for issue tracking.

What we offer

• Permanent remote work flexibility.
• Annual performance bonuses.
• Dedicated coaches for skill‑building and support.
• Opportunities for professional growth within a remote‑first organization.