Technical Support Specialist

Description
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.
APPLY DIRECTLY AT: https://apply.workable.com/hireframe/j/8EF08BC169
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.

Work arrangement
Yes