Job Description
Are you a dedicated technical problem-solver looking for a role that offers both stability and flexibility? InnovateTech Solutions, a leading software company in the heart of San Francisco, is seeking a highly skilled Evening Shift Technical Support Specialist to join our elite support team.
Our evening operations are critical to maintaining 24/7 system uptime and ensuring our global clients receive world-class assistance. In this role, you will bridge the gap between our engineering and client success teams, resolving complex technical issues while enjoying a predictable schedule that allows you to maximize your day.
Why You’ll Love Working With Us:
- Competitive Compensation: Salary range of $70k - $90k.
- Flexibility: Work Monday through Friday, 5:00 PM to 2:00 AM.
- Growth: Clear pathways to Senior Engineering and Management roles.
- Perks: Comprehensive health benefits, equity package, and remote work options on weekends.
Join us in shaping the future of technology while enjoying the vibrant energy of the Bay Area.
Responsibilities
- Troubleshoot & Resolve: Diagnose and resolve complex technical issues for enterprise clients via phone, email, and remote access during evening hours.
- Ticket Management: Prioritize and manage a high volume of support tickets within strict Service Level Agreement (SLA) deadlines.
- System Monitoring: Monitor system health and performance indicators, escalating critical bugs to the engineering team immediately.
- Documentation: Maintain accurate, detailed logs of all technical interactions and solutions in our CRM system.
- Cross-Functional Collaboration: Work closely with the development and QA teams to report bugs and suggest feature improvements based on user feedback.
- User Training: Assist clients in navigating new software updates and security protocols remotely.
Qualifications
- Experience: Minimum of 2-4 years of experience in technical support, IT help desk, or customer success roles.
- Technical Skills: Strong proficiency in Windows and Linux environments; experience with SQL or scripting (Python/Bash) is a plus.
- Communication: Exceptional written and verbal communication skills with the ability to translate technical jargon into plain English.
- Schedule: Must be available to work a stable evening shift (typically 5:00 PM - 2:00 AM).
- Problem Solving: Proven ability to think critically and troubleshoot under pressure.
- Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.