Technical Support Specialist – Miami (Remote, Americas shift) Miami, FL Remote (any location)

Dedicat Inc.; Miami (FL); Remote; USD 36,000 - 60,000; Full time

Job summary

Dedicat.io is seeking a dedicated Support Engineer to handle the Americas shift, resolving issues outside Paris business hours. You will own tickets from initial reply to final resolution, focusing on server access, networking, provisioning, and billing basics, with a strong emphasis on clear written communication.

You’ll triage incidents, document steps taken, and hand over unresolved issues with detailed notes.

Qualifications

• Fluent written and spoken English for customer communication.
• Comfortable using Linux CLI and basic networking.
• At least 1 year in technical support or NOC/hosting roles.
• Methodical approach; document steps and outcomes.
• Reliable internet connection and quiet work setup.

Responsibilities

• Answer tickets via email and chat in English; assist with server access and networking issues.
• Troubleshoot first-line infrastructure problems (SSH, DNS, IP/routing, firewall, Linux services).
• Triage incidents to identify the root cause (customer, network, or hardware).
• Write handover notes and contribute to knowledge base with recurring issues.

Skills

Fluent English

Linux CLI

Networking basics

Tech support experience

Detail oriented

Reliable internet

Tools

Kubernetes basics

Docker basics

IPMI

Rescue systems

Monitoring tools

Job description

This posting is for the Americas shift (17:00–01:00 Paris time, which is 11:00–19:00 in Miami).

About Dedicat.io

We rent dedicated bare-metal servers built for Kubernetes and AI sandboxes. Customers get the whole box with no noisy neighbours, full /dev/kvm for Firecracker and Kata microVMs, GPU passthrough, and managed Kubernetes (powered by Syself) if they want it. Our servers run in Miami and Paris. Our customers are engineers, so support here is technical.

We're small and we move fast. You'll be one of the first people on the support team.

The job

Be the person customers reach when something breaks outside Paris business hours. You own the ticket from first reply until it's fixed or handed off cleanly.

• Answer customer tickets by email and chat in clear English: server access, networking, provisioning, billing basics.
• Troubleshoot first-line infrastructure issues: SSH access, DNS, IP/routing, firewall rules, rescue-mode boots, and basic Linux service and disk checks.
• Triage incidents: work out whether it's the customer, our network, or the hardware, and escape with logs, timestamps and repro steps.
• Write a handover note at the end of every shift, and turn repeat issues into docs.

Must have

• Fluent written and spoken English. Most of the job is writing.
• Comfortable on the Linux command line: ssh, systemctl, journalctl, ip, df/du, top, reading logs, editing config files.
• Networking basics: TCP/IP, subnets, DNS, ports and firewalls, SSH keys, plus ping, traceroute/mtr, dig, curl and ss/netstat.
• At least 1 year in technical support, IT support, NOC, hosting or sysadmin work.
• A methodical approach: you check before you guess and you write down what you tried.
• A reliable internet connection and a quiet place to work during your shift.

Nice to have

• Experience at a hosting, cloud, data-centre or ISP company.
• Kubernetes or Docker basics, virtualization (KVM/QEMU) or bare-metal provisioning (IPMI, rescue systems).
• Familiarity with GPUs, Hetzner-style dedicated servers, or monitoring tools.
• Linux or networking certs (LFCS, CompTIA Linux+/Network+, CCNA). Nice, but not required.

Shifts (Paris time)

We cover every hour of the week with three 8-hour shifts. Weekdays 09:00–17:00 Paris are covered by our team in Paris.

• Asia shift – Paris time: 01:00–09:00, Days: Every day, Local time: Philippines 08:00–16:00
• Europe/Africa shift – Paris time: 09:00–17:00, Days: Sat–Sun, plus weekday holiday cover, Local time: South Africa 10:00–18:00 (09:00–17:00 in Paris summer time)
• Americas shift – Paris time: 17:00–01:00, Days: Every day, Local time: Argentina 13:00–21:00, Venezuela 12:00–20:00, Colombia/Peru 11:00–19:00 (Paris winter time)

Full-time is 5 shifts a week, and part-time weekend-only roles are available too.

How we work with you

You'll be an independent contractor, paid monthly in USD through a contractor platform (Deel or Remote.com). You get your own schedule inside your shift, async-first communication, and a paid trial week before we commit long term.

Pay: Competitive, paid monthly in USD for full-time (40h/week). Weekend roles are paid pro rata.