Part-Time Technical Support Specialist

Hireframe; United States; Remote; USD 52,000 - 72,000; Full time

Benefits offered by this job

Remote work flexibility

Annual bonuses

Dedicated coaches

Professional growth opportunities

Job summary

Hireframe is seeking a Technical Support Specialist to join our remote-first Tier 2 team. You’ll troubleshoot with our procedures, communicate with customers by phone, email, and SMS, and coordinate with field partners as needed.

You’ll escalate to Engineering when required, maintain case records in Zendesk and Jira, and help improve support documentation and tools. Spanish/English bilingual candidates are strongly preferred to serve a diverse customer base.

Qualifications

• 1–2+ years of customer support experience and ability to follow procedures.
• Handles standard troubleshooting and escalates cleanly.
• Bilingual Spanish/English strongly preferred to serve a diverse client base.

Responsibilities

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

Skills

Customer support

Phone communication

Bilingual Spanish/English

Procedural discipline

Team collaboration

Tools

Zendesk

Jira

Job description

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.

What you'll own:

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

• 1–2+ years of customer support, phone-comfortable, and follows procedures well.
• Handles standard troubleshooting and escalates cleanly.
• A good fit for a "weekend warrior" pool.
• Spanish/English bilingual is strongly preferred.

Nice to have:

• HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.