Job Description
Join TechNova Solutions' elite remote support team and transform how enterprises resolve critical IT challenges. We're seeking a Senior Tech Support Specialist to deliver premium customer experiences while troubleshooting complex infrastructure issues across Fortune 500 clients. Enjoy Silicon Valley compensation with full remote flexibility while working alongside industry experts.
Our award-winning platform processes 1M+ support tickets monthly, offering unparalleled exposure to cutting-edge technologies like cloud migration, SaaS integrations, and cybersecurity protocols. This role combines deep technical expertise with exceptional communication skills to become our clients' most trusted technical advisor.
Responsibilities
- Diagnose and resolve complex technical issues across Windows/macOS/Linux environments, cloud platforms (AWS/Azure/GCP), and enterprise networks
- Lead Tier-3 support escalations for Fortune 500 clients, providing root cause analysis and documentation
- Develop automation scripts using Python/PowerShell to streamline repetitive support workflows
- Conduct proactive system health checks and optimization for high-value client infrastructure
- Mentor junior support staff through knowledge base contributions and virtual training sessions
- Collaborate with engineering teams to implement permanent fixes for recurring technical issues
Qualifications
- 5+ years of enterprise-level technical support experience with cloud platforms and networking
- Expert-level certifications: CompTIA A+/Network+, AWS Certified Cloud Practitioner, or equivalent
- Advanced troubleshooting experience in virtualized environments (VMware/Hyper-V) and containerized systems
- Proven ability to communicate complex technical concepts to non-technical stakeholders
- Experience with ticketing systems (Zendesk/Jira) and remote monitoring tools (SolarWinds/Datadog)
- Strong scripting skills (Python/PowerShell/Bash) for automation and task optimization
- Ability to work independently across time zones with minimal supervision