Job Description
Are you a night owl with a passion for technology? Apex Cloud Solutions is seeking a highly skilled Senior Technical Support Engineer to join our elite remote team. In this pivotal role, you will provide critical technical assistance to our North American clients during the night shift, ensuring seamless operations and customer satisfaction while working from the comfort of your home in Seattle.
We offer a competitive salary, comprehensive benefits, and a flexible schedule designed for those who thrive in the late hours. If you want to make an impact on a global scale while enjoying the Seattle lifestyle, apply today.
Responsibilities
- Provide advanced technical troubleshooting and problem resolution for enterprise clients via phone, email, and chat.
- Manage and prioritize a high volume of incoming support tickets using our ticketing system.
- Collaborate closely with Development and Engineering teams to escalate and resolve complex technical bugs.
- Document solutions and create knowledge base articles to improve self-service options for users.
- Maintain a high level of customer satisfaction (CSAT) and adhere to strict service level agreements (SLAs).
- Conduct nightly system health checks and monitor critical infrastructure alerts.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 4-6 years of experience in technical support or customer success roles.
- Must be available to work night shifts (e.g., 10:00 PM – 6:00 AM PST).
- Strong proficiency with Windows, Linux, and cloud-based platforms (AWS/Azure).
- Excellent written and verbal communication skills with a focus on empathy and clarity.
- Ability to work independently in a remote environment with minimal supervision.