Job Description

Remote Technical Support Specialist (AZ Time Zone)

Your Opportunity to Make Tech Feel Human

Ever had that moment when someone’s stuck—maybe it’s a glitch, a login issue, or a software quirk—and you’re the person who turns things around? That’s the energy here. In this role, you’re not just answering questions or closing tickets. You’re restoring calm, rebuilding confidence, and making technical support feel like a conversation, not a checklist. Supporting users on Arizona time, you’re the reason a day gets back on track.

Impact You Can See (and Feel)

It’s not about how many tickets you solve. It’s about the real thank-yous, the sighs of relief, and the simple “you made my day.” Your job is to listen, explain, and guide with empathy—using chat, video, or remote sessions, adapting each time. You simplify jargon, so someone on the other side feels smart, not overwhelmed. Your input shapes how thousands of users work and how they think about technology.

What You’ll Tackle

• You’re often the first voice customers hear. A question on Slack, a screen-share on Zoom, a phone call—it’s all about making the problem seem smaller and the user feel smarter.
• Break down technical problems, whether it’s a stubborn printer, a glitchy SaaS dashboard, or a network that won’t cooperate. You troubleshoot fast, but always with patience.
• You spot patterns and share insights, helping the product team notice what users really need. Sometimes, it’s a fix; sometimes, it’s a big idea for the next update.
• Collaborate with engineers and designers, not just to report bugs, but to build smoother experiences for everyone. Your feedback changes what thousands of users see tomorrow.
• Share best practices and mentor teammates, making everyone sharper, especially those who are new to the team.
• Log the details that matter, not for the sake of recordkeeping, but so the next person (or you, in a week) has what they need at a glance.

How You’ll Work

Our remote toolkit is powerful but simple. You’ll use Zendesk, Freshdesk, and remote desktop tools—switching easily between platforms, no matter if you’re helping a Mac user, a Windows fan, or someone who lives in their browser. Conversations flow on Slack, big ideas and fixes live in Notion, and daily rhythm is set by what users need most, not by a rigid playbook.

Why You’ll Stand Out

• You turn tech talk into real talk. When someone’s stuck, you don’t just fix it—you help them feel confident they could do it next time.
• You love variety. One call could be an engineer needing a deep dive; the next, a non-technical user who’s just anxious about a pop-up window. You flex for each situation.
• You care about outcomes. Helping a customer solve their issue is excellent, but making sure they walk away empowered is even better. That’s even better.
• You learn constantly. Technology shifts. You adapt, pick up new tricks, and love sharing them with others.
• You’re proactive. You don’t wait for instructions—if you notice something off, you bring it to the surface. Your curiosity enables you to spot and solve problems that others might miss.

Environment & Flexibility

We work fast but never rush genuine care. Arizona time means your day syncs with a specific group of users, but your workspace is wherever you do your best thinking. Your focus time is respected—you’ll always have space to go deep on a tough case. We’re all remote, so you get balance for work and life, not just endless queues.

Who Benefits From Your Skills

You’ll help everyone from new hires struggling with setup, to busy executives about to jump on a call, to engineers needing detailed support. Each user, each day, has a new story. Your calm and patience are the reasons they’ll ask for you again.

Growth & Recognition

Here, your wins don’t go unnoticed. From shout-outs in team meetings to real rewards, your growth matters. Monthly learning credits, coaching sessions, and peer mentorship are just the start. Annual salary? $70,348, with clear paths to advance if you’re making a difference.

What Helps You Succeed

• You’ve solved real tech problems—hardware, SaaS, random glitches—nothing rattles you.
• You’re familiar with Zendesk, Freshdesk, or other support platforms.
• You translate tech for non-technical people—on video, in writing, live chat, or docs.
• You see the next step: If a user is lost, you know what to say to guide them forward.
• You keep things organized, documenting fixes so nobody repeats work.

Let’s Build Trust, Not Just Solutions

If your favorite feedback is, “Wow, I never thought support could feel this easy,” then you’ll fit right in. Let’s set a new standard for remote technical support—one that puts people at the center, every time.

Remote opportunity with global reach — applications are welcome from candidates in any country.