Technical Support Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 2d ago
The date the source published, not the day we noticed it (2026-09-30). Last seen at its source 1h ago.
We have tracked this listing since 30 Sep 2026 (1 days). The employer's own board has carried it every time we have read it, most recently 1 hour ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Philippines, Mexico
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay A$1,600–2,250/mo
Middle 50% of 9 listings that do state pay — Customer · all levels · Philippines · AUD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 1d ago · last seen 1h ago
The listing
As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.
You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
What you'll own:
- Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
- Ask effective diagnostic questions, document findings, and determine the appropriate next step.
- Own assigned cases through resolution, including timely customer updates and follow-up.
- Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
- Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
- Maintain accurate case records in Zendesk, Jira, and other support systems.
- Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
- Work closely with Customer Experience, Field, and Engineering as support processes evolve
Requirements
- 3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
- Must have prior US-hours experience.
- Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
- Comfortable talking to both non-technical end users and engineers or field techs.
- Individual contributor, not a team lead, but brings enough seniority.
- Spanish/English bilingual is strongly preferred.
Nice to have:
- HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
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