Job Description

Duties and Responsibilities:

• Provide expert-level troubleshooting and resolution for hardware, software, and connectivity issues.
• Serve as a primary escalation point for complex or high-priority technical cases.
• Document cases accurately and thoroughly in the CRM, including symptoms, troubleshooting steps, and resolutions.
• Proactively monitor open cases, ensuring timely follow-up and closure.
• Collaborate with internal teams (QA, engineering, and product management) to replicate, diagnose, and resolve issues.
• Assist with onboarding, training, and mentoring of junior support staff. - Ensure adherence to established SOPs, workflows, and escalation protocols.
• Participate in release testing, documenting potential issues, and communicating known defects.
• Identify trends in support requests and provide feedback for product improvements.
• Communicate effectively with customers, demonstrating empathy and professionalism in all interactions.

Required Qualifications:

• Experience: 3–5 years in technical support / IT / network support
• Network experience: IP addressing and whitelisting (Canopy experience is a plus)
• Experience managing own server (Full Swing systems)
• Simulator experience: ensure graphics card drivers are up-to-date
• Logical and critical thinking skills (Critical Thinking assessment required)

Training / Onboarding:

• 30 days onsite training
• 90 days onsite including nesting, provided KPI targets are met