Job Description
Are you a problem-solver ready to make an impact from anywhere?
Join Bay Area Innovations Inc., a premier technology firm headquartered in the vibrant heart of San Francisco. We are seeking a highly skilled Senior Technical Support Specialist to join our remote night shift team. This is a unique opportunity to work flexible hours while supporting our global user base during critical off-peak periods. Enjoy the freedom of a fully remote lifestyle without compromising on professional growth or competitive compensation.
Why Join Us?
• Competitive Pay: $85k - $115k base salary.
• Flexible Remote Work: Work from the comfort of your home with a set night shift schedule.
• Modern Tech Stack: Work with cutting-edge tools and platforms.
• Growth Opportunities: Clear path to senior leadership and specialized engineering tracks.
Responsibilities
- Diagnose and resolve complex technical issues for enterprise clients via phone, chat, and email.
- Manage and prioritize a high-volume queue of support tickets to ensure rapid response times.
- Collaborate closely with cross-functional engineering and product teams to escalate bugs and drive feature improvements.
- Maintain and update our internal knowledge base with accurate troubleshooting guides and FAQs.
- Provide mentorship and guidance to junior support agents, fostering a culture of continuous learning.
- Ensure 24/7 system uptime by proactively monitoring ticket trends and system health.
Qualifications
- Minimum of 5 years of experience in technical support, customer success, or a related IT field.
- Must be legally authorized to work in the USA and available to work night shifts (e.g., 6:00 PM - 3:00 AM PST).
- Deep knowledge of Linux, Windows, and macOS operating systems.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN) and cloud infrastructure basics.
- Excellent written and verbal communication skills with the ability to translate technical jargon for non-technical users.
- Demonstrated experience working successfully in a remote work environment.