Technical Support Specialist

We’re looking for an experienced Technical Support Specialist with 5+ years of relevant experience to join an AI-assisted support operation for hardware clients. You’ll investigate alerts, interpret technical data, and work alongside an AI support agent to identify issues and drive them toward resolution.

Key Responsibilities

• Monitor alerts and tickets using Zendesk, Jira, and client monitoring dashboards.
• Work with an AI support agent to triage alerts, validate issues, and determine next steps.
• Analyze telemetry, sensor data, logs, and error codes to identify technical issues and distinguish real faults from connectivity problems or false alarms.
• Follow troubleshooting runbooks and flowcharts to resolve known issues.
• Coordinate with field technicians/on-site teams through calls or virtual meetings when physical intervention is required.
• Escalate complex issues to engineering with complete troubleshooting details.
• Maintain accurate ticket documentation for seamless handover between shifts and AI-assisted workflows.
• Identify recurring issues and recommend improvements to troubleshooting procedures.
• Support a rotating 24/7 schedule, including night and weekend shifts.

Qualifications

• 5+ years of experience in Technical Support, NOC, Help Desk, BPO Tier 1/2, or similar technical operations.
• Strong troubleshooting and analytical skills, with the ability to interpret telemetry, dashboards, logs, and error codes.
• Experience with Zendesk, Jira, or similar ticketing systems.
• Familiarity with Grafana, Datadog, or similar monitoring tools.
• Strong written and spoken English communication skills.
• Comfortable using AI tools as part of daily support operations.
• Detail-oriented with strong documentation and incident-handling skills.
• Willing to work on a rotating 24/7 schedule.

Nice to Have: Background in IT, Electronics, Telecom, or Engineering, plus exposure to IoT, embedded systems, or electromechanical hardware.

LGC-MCV