Technical Support Specialist

About the role

Join Hireframe’s Tier 2 support team as a Technical Support Specialist, providing remote assistance to customers across US business hours. You will troubleshoot product issues, coordinate field visits, and act as the liaison between customers and engineering.

Key responsibilities

• Diagnose and resolve known product issues using company procedures and diagnostic tools.
• Own assigned cases from start to finish, providing timely updates and follow‑up.
• Coordinate with customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex problems to Engineering with clear summaries and supporting data.
• Maintain accurate case records in Zendesk, Jira, and other support systems.

Required profile

• 3+ years of customer‑facing technical support or remote troubleshooting experience.
• Prior experience working US business hours.
• Ability to create or improve SOPs, macros, knowledge‑base articles, and escalation paths.
• Comfortable communicating with both non‑technical users and engineers/field technicians.
• Spanish/English bilingual preferred.

Required skills

• Proficiency with Zendesk ticketing system.
• Proficiency with Jira issue‑tracking.
• Strong hardware, connected‑device, and field‑service troubleshooting skills.

What we offer

• Permanent remote‑work flexibility.
• Paid Time Off and annual performance bonuses.
• Dedicated coaches for skill‑building and professional growth.
• Opportunities for career advancement within a supportive, remote‑first environment.