Job Description
Join our innovative team as a Remote Tech Support Specialist and transform how users experience technology. We're seeking a customer-obsessed professional to deliver exceptional technical support to our global client base from the comfort of your Oakland home office. This is your chance to leverage cutting-edge tools while making tangible impact in a collaborative, growth-oriented environment.
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS/Linux environments
- Provide tier-2 support via phone, chat, and video for enterprise clients
- Document incidents in Zendesk with detailed technical notes and resolution paths
- Collaborate with engineering teams to escalate and resolve systemic issues
- Develop and maintain knowledge base articles for self-service solutions
- Mentor junior support staff during peak demand periods
- Analyze support metrics to identify improvement opportunities
Qualifications
- 3+ years in enterprise-level technical support or helpdesk roles
- Expertise in Active Directory, VPN configurations, and cloud services (AWS/Azure)
- CompTIA A+/Network+ or equivalent industry certification required
- Exceptional troubleshooting skills with systematic problem-solving methodology
- Proven ability to de-escalate technical issues with empathy and professionalism
- Experience with remote monitoring tools (SolarWinds, Datadog)
- Strong written communication for technical documentation
- Bachelor's in Computer Science or related field preferred