Technical Support Specialist

Hireframe; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Permanent remote work

Paid time off

Performance bonuses

Coaching support

Professional growth

Job summary

Hireframe is seeking a Technical Support Specialist to join our Tier 2, customer-facing team. You will troubleshoot product issues, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed and maintain case records in Zendesk and Jira. The role emphasizes owning cases through resolution, collaborating with Customer Experience, Field, and Engineering, and contributing to process improvements.

Qualifications

• 3+ years in customer-facing technical support or remote troubleshooting.
• Must have prior US-hours experience.
• Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths).
• Can talk to both non-technical end users and engineers or field techs.
• Individual contributor with sufficient seniority, not a team lead.
• Spanish/English bilingual is strongly preferred.

Responsibilities

• Troubleshoot known product issues with customers using company procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the 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 and steps taken.
• 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

US hours

Bilingual Spanish/English

Process SOPs

No-script troubleshooting

Troubleshooting

Cross-functional communication

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

• 3+ years in customer‑facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
• Must have prior US‑hours experience.
• Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
• Comfortable talking to both non‑technical end users and engineers or field techs.
• Individual contributor, not a team lead, but brings enough seniority.
• 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
• Paid Time Off
• 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.

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