Technical Support Specialist (Tier 2)

About the role

Hireframe is looking for a Technical Support Specialist to join its Tier 2 support team. You will be a customer-facing role handling product issues that need deeper troubleshooting or coordination beyond frontline support, using company procedures and diagnostic tools.

Key responsibilities

• Troubleshoot known product issues with customers by phone, email and SMS, asking effective diagnostic questions and documenting findings
• Own assigned cases through resolution, giving timely 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 done and supporting information
• Maintain accurate case records in Zendesk, Jira and other support systems
• Identify gaps or recurring issues and help improve troubleshooting procedures, documentation and tools
• Work closely with Customer Experience, Field and Engineering as support processes evolve

Required profile

• 3+ years in customer-facing technical support or remote troubleshooting
• Hardware, connected devices, appliances or field service experience is a strong plus
• Prior US-hours experience required
• Experience building or standardizing processes such as SOPs, macros, knowledge bases and escalation paths
• Comfortable talking to non-technical end users and engineers or field technicians
• Individual contributor, not a team lead, with enough seniority
• Spanish/English bilingual strongly preferred

Required skills

• Zendesk and Jira
• Remote troubleshooting and diagnostic questioning
• Phone skills, critical thinking and technical aptitude

What we offer

• Nearshore and offshore staffing solutions, remote-first organization
• Permanent remote work flexibility
• Paid time off and annual performance bonuses
• Dedicated coaches and opportunities for professional growth