Evening Tech Support Specialist – Tier 1/2

Frontierus; Traverse City (MI); On-site; USD 52,000 - 76,000; Full time

Job summary

Frontierus in Traverse City, MI is seeking a self-motivated Technical Support Specialist to join our second shift (4:00 PM–1:00 AM ET). You will provide Tier 1/2 support on-site, troubleshoot networking issues, and deliver fast, friendly customer service to partners and end customers.

You’ll work independently with limited supervision, document case actions, and escalate when needed. You’ll coordinate with Peplink support and engineering and contribute to knowledge base articles.

Qualifications

• Availability for 4:00 PM–1:00 AM Eastern schedule.
• On-site at Traverse City, MI office.
• Proficiency troubleshooting network and routing issues.
• Ability to work independently with minimal supervision.

Responsibilities

• Provide Tier 1 and Tier 2 support to partners and customers.
• Own the support queue during your shift: monitor incoming tickets, prioritize by severity, and respond within service-level targets.
• Triage critical and service-down issues, resolving them directly or escalating them appropriately.
• Coordinate with Peplink support and engineering on escalated cases.
• Document case status, actions taken, and next steps clearly so day-shift team members can pick up seamlessly.
• Educate clients on Peplink features and benefits.
• Respond professionally to support tickets to resolve issues or create a clear path forward for escalation.
• Explain troubleshooting steps so clients feel heard and know their concern is being addressed.
• Bring devices online and configure them using cloud management platforms (InControl2).
• Reproduce client configurations for testing and issue isolation.
• Create and maintain knowledge base articles, especially for recurring after-hours issues.
• Participate in a rotating on-call schedule.

Skills

Networking troubleshooting

Customer service experience

Independent decision making

Communication skills

Tools

InControl2

Linux CLI

Job description

Frontierus in Traverse City, MI is seeking a self-motivated Technical Support Specialist to join our second shift (4:00 PM–1:00 AM ET). You will provide Tier 1/2 support on-site, troubleshoot networking issues, and deliver fast, friendly customer service to partners and end customers.

You’ll work independently with limited supervision, document case actions, and escalate when needed. You’ll coordinate with Peplink support and engineering and contribute to knowledge base articles.