Technical Support Specialist

Location: Remote in Latin America; working hours are 5AM to 2PM PST

Company

Provides a platform requiring technical customer support across devices, networks, and communication systems.

What you will do

• Troubleshoot, investigate, and resolve customer technical issues through phone, email, chat, and remote sessions.
• Escalate complex issues and collaborate with product and development teams.
• Manage ticket prioritization and the full ticket lifecycle through timely resolution and customer communication.
• Help business users navigate platform features by translating technical troubleshooting steps into clear, customized solutions.
• Test new features, document issues and guides, and submit product feedback.

Requirements

• 2–3 years of experience in a similar technical support role.
• Experience troubleshooting devices and networks across macOS, Windows, iOS, and Android.
• Knowledge of TCP/IP, UDP, RTC, networking best practices, and common issues such as double NAT, firewall misconfiguration, and connectivity failures.
• Strong understanding of VoIP systems, network configurations, call quality, connectivity diagnosis, and packet capture tools.
• Ability to identify outage or degraded-service patterns, create accurate documentation, and communicate solutions clearly.
• Availability to work 5AM to 2PM PST.

Nice to have

• CompTIA Network+ or a similar certification.
• Experience with 10DLC SMS regulations.

Culture & Benefits

• Remote work arrangement in Latin America.
• Benefits are discussed during the hiring process.