Technical Support Specialist (PST/EST/CST Timezone)

Jobgether SRL; India; Remote; INR 600,000 - 900,000; Full time

Benefits offered by this job

Remote opportunity in India

Job summary

Jobgether SRL is seeking a Technical Support Specialist (PST/EST/CST Timezone) based in India. This role focuses on solving complex software, video, audiovisual, network, and security issues for B2B customers.

You will work remotely with cross-functional teams to deliver exceptional support and guide customers toward clear resolutions. You will document problems, escalate when needed, and help improve support processes and training.

Qualifications

• 3+ years of professional experience in B2B software or technical customer support.
• Advanced spoken and written English, with the ability to explain technical concepts clearly.
• Strong troubleshooting and diagnostic skills for complex issues.

Responsibilities

• Respond to customer inquiries across email, chat, and live support channels.
• Triage requests, identify root causes, and de-escalate challenging situations.
• Troubleshoot software, video, audiovisual hardware, networks, and security configurations.
• Document complex issues with sufficient detail for escalation.
• Collaborate with Support, Customer Success, Product, and Engineering teams.
• Improve internal and customer-facing support documentation and guides.
• Contribute to support process enhancements and team training.
• Advocate for customers to maximize value of the software.

Skills

Advanced English

Troubleshooting

Customer service mindset

Cross-functional collaboration

Documentation

Communication

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (PST/EST/CST Timezone) based in India.

This is a customer-facing technical support role focused on solving complex issues and delivering an exceptional support experience. You will investigate software, video, audiovisual, network, and security‑related problems and guide customers toward effective resolutions. The role combines hands‑on troubleshooting with clear communication, thoughtful documentation, and cross‑functional collaboration. You will work closely with Support, Customer Success, Product, and Engineering teams to resolve escalated issues and keep customers informed. Your expertise will also contribute to stronger support processes, documentation, and peer training. This is an opportunity to play a direct role in helping customers get the most value from a growing software platform.

Accountabilities

• Respond to customer inquiries accurately, professionally, and within appropriate response times across email, chat, and live support channels.
• Triage incoming technical support requests, identify root causes, and de‑escalate challenging situations while maintaining a high standard of customer care.
• Troubleshoot issues across software platforms, video workflows, audiovisual hardware and setups, network connectivity, and security configurations.
• Investigate, reproduce, and document complex technical issues with sufficient detail for effective escalation.
• Collaborate with Support, Customer Success, Product, and Engineering teams to resolve technical issues and maintain clear communication with relevant stakeholders.
• Maintain and improve internal and customer‑facing support documentation, troubleshooting guides, and knowledge resources.
• Identify recurring issues and contribute to improvements in support processes, best practices, and operational workflows.
• Support peer training and knowledge sharing to strengthen the team's technical capabilities.
• Advocate for customers by understanding their technical challenges and helping them maximize the value of the software and associated solutions.

Requirements

• 3+ years of professional experience in B2B software or technical customer support.
• Advanced spoken and written English, with the ability to explain technical concepts clearly and professionally to customers.
• Strong troubleshooting and diagnostic skills, including the ability to assess, reproduce, document, and escalates complex technical issues.
• Hands‑on experience troubleshooting video, audiovisual software and hardware, and related technical setups is highly preferred.
• Experience diagnosing network and connectivity issues, including firewall restrictions, ports, DNS, bandwidth, and related configuration challenges.
• Familiarity with security configurations and the ability to investigate issues involving access, connectivity, or system restrictions.
• Strong customer‑service mindset with the ability to remain calm, empathetic, and solutions‑focused when handling challenging support situations.
• Clear written and verbal communication skills and a personable approach to customer interactions.
• Strong collaboration skills and the ability to work effectively across Support, Customer Success, Product, and Engineering teams.
• Strong organizational skills, attention to detail, and the ability to manage multiple technical issues while maintaining accurate documentation.
• Curiosity and a willingness to learn new technologies, systems, and troubleshooting techniques.
• Ability to work hours aligned with U.S. business needs across PST, EST, or CST time zones.

Benefits

• Remote opportunity for professionals based in India.
• Opportunity to work directly with customers and solve meaningful technical challenges.
• Exposure to software, video, audiovisual, networking, and security‑related technologies.
• Cross‑functional collaboration with Support, Customer Success, Product, and Engineering teams.
• Opportunity to contribute to support processes, documentation, best practices, and team training.
• Professional growth through hands‑on troubleshooting and exposure to complex customer environments.
• Customer‑focused environment where technical expertise and strong communication are highly valued.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.