Technical Support & Operations Specialist

About the role

A fast-growing U.S.-based technology startup is looking for a Technical Support & Operations Specialist. The role combines technical support and operations: answering inbound requests, troubleshooting software and hardware issues, escalating complex problems, and keeping operational data and reporting accurate. It is full-time, independent contractor, remote, Monday to Friday during U.S. business hours, with occasional Saturday shifts.

Key responsibilities

• Investigate customer and operational issues by reviewing system information, configurations, data and documentation to find root causes and patterns.
• Maintain accurate operational and support data, track trends, spot inconsistencies and surface actionable insights.
• Document issues, resolutions and recurring patterns and partner with Customer Success, Engineering and other teams to improve processes.
• Own problems from investigation through resolution, helping build a reliable, scalable support and operations function.
• Respond to customer inquiries through Intercom, Pylon, email and other channels, resolving Tier 1 issues.
• Troubleshoot software, hardware, account, configuration and connected-device issues, escalating complex ones internally.
• Build knowledge of the company's software, customer workflows and scrap metal recycling operations.

Required profile

• At least 3+ years in technical support, IT helpdesk, SaaS support, technical operations or a related role.
• At least 1 year of experience with a technology startup (ideally U.S. or Australia based).
• Prior experience with Windows, remote desktop software and tools such as Intercom.
• Bachelor's degree or higher; summa, magna or cum laude or academic scholar status preferred.
• Exceptional English (at least C2 level) and excellent written communication.
• Self-directed, able to prioritize competing requests remotely.

Required skills

• Excel, SQL, spreadsheets, reporting and operational data analysis.
• Preferrable: familiarity with Intercom, Pylon and Google Sheets, reporting dashboards, data quality and operational analytics.

What we offer

• Pay of $7 per hour, negotiable based on experience, paid twice a month in USD.
• Company-provided laptop and fully remote work.
• Milestone gifts, birthday treats, team offsites, virtual town halls and international paid travel.
• Global networking, mentorship, advocacy, raises and promotions.