Technology Support Specialist

About the Role

We are seeking a Technology Support Specialist to provide technical support and assistance to customers and end users using the company’s technology platforms and connected solutions. This role is responsible for troubleshooting hardware, software, networking, and IoT-related issues, ensuring a high level of customer satisfaction while collaborating closely with engineering and cross-functional teams. The ideal candidate will have strong technical problem-solving skills, customer service experience, and the ability to communicate complex technical concepts in a clear and user-friendly manner.

Responsibilities

• Provide technical support to customers and end users via phone, email, chat, and other support channels.
• Troubleshoot and resolve hardware, software, connectivity, and system-related issues.
• Support the installation, configuration, operation, and maintenance of technology platforms and connected devices.
• Serve as a liaison between customers and engineering teams regarding product functionality, issues, and enhancements.
• Create and maintain technical documentation, knowledge base articles, FAQs, and user guides.
• Monitor recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
• Manage support tickets and ensure compliance with service level agreements (SLAs).
• Escalate complex issues appropriately while maintaining ownership through resolution.
• Provide feedback on product performance and user experience to support continuous improvement initiatives.
• Participate in shift coverage and support operations based on business requirements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Applications are welcome from expatriate candidates who are currently based in Thailand.
• Minimum 1–4 years of experience in Technical Support, IT Support, Product Support, or a related customer-facing role.
• Experience providing Tier 1 and Tier 2 technical support.
• Familiarity with ticketing and incident management systems such as Zendesk, ServiceNow, or Freshdesk.
• Experience using contact center platforms such as Genesys Cloud, Five9, or Avaya is an advantage.
• Good understanding of software systems, networking concepts, and troubleshooting methodologies.
• Knowledge of wireless networking, Wi-Fi technologies, IoT devices, BLE, Zigbee, Z-Wave, or similar technologies is a plus.
• Familiarity with ITIL processes and best practices is preferred.
• Strong communication skills with good command of English.
• Excellent customer service, analytical, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Additional Information

• 100% Remote Work Arrangement.
• Required to work during U.S. business hours.
• Occasional weekend or holiday support may be required based on business needs.
• Minimal travel requirement (less than 10%).