Job Description
We are seeking a highly skilled Senior Technical Support Specialist to join our elite technical team in San Francisco. As a leader in the tech industry, we pride ourselves on 24/7 service excellence, and we are looking for a dedicated professional to ensure our clients receive top-tier support during the night shift hours.
In this role, you will act as the first line of defense for complex technical issues, providing expert guidance and resolution strategies. You will thrive in a fast-paced environment where your problem-solving skills are critical to maintaining our high standards of customer satisfaction. If you are available to work nights and want to advance your career in a prestigious tech environment, we invite you to apply.
Responsibilities
- Resolve complex technical issues for enterprise clients via phone, email, and remote desktop tools with minimal supervision.
- Maintain a high Customer Satisfaction Score (CSAT) by providing empathetic and efficient support.
- Document all interactions and resolutions in our ticketing system (Zendesk/Jira) to improve our knowledge base.
- Collaborate with day-shift engineering teams to ensure seamless handovers and issue resolution.
- Mentor junior support staff and conduct nightly team stand-ups to discuss critical escalations.
- Proactively identify system bottlenecks and suggest process improvements for the night shift workflow.
Qualifications
- 3+ years of experience in technical support, customer success, or IT help desk roles.
- Must be available to work rotating night shifts (e.g., 10:00 PM - 6:00 AM or similar).
- Strong technical knowledge of Windows, Linux, and networking protocols.
- Excellent verbal and written communication skills with a focus on clarity and professionalism.
- Ability to troubleshoot and resolve issues independently under pressure.