Technical Support Specialist — Connectivity & Field Support

Location / Employment Details

Full-time, remote
Schedule: includes overnight / non-standard hours relative to North America and Europe. The Philippines time zone is a deliberate advantage here — tickets that arrive at 2–4 AM(CST) client-time should be worked in real time, not left until morning.
Level: Intermediate to Senior (no junior-level candidates)
Backfill for an existing team member

About the Role

We deploy and maintain satellite internet and connectivity networks in remote and hard-to-reach locations across many countries. Installers in the field and the customers they serve run into technical issues at all hours, and those issues do not wait for business hours.

This role provides technical troubleshooting and issue resolution, with a specific mandate for time-zone coverage. It is a backfill for a current team member, so the person needs to ramp quickly and own a live queue. Where the Customer Support role handles the front line and routing, this role goes deeper on the technical problems — connectivity, hardware, and installation issues — and coordinates directly with the field.

Key Responsibilities

Technical Troubleshooting

Diagnose and resolve connectivity, hardware, and installation issues
Walk installers and customers through resolution steps clearly and patiently
Escalate complex issues with clean, complete documentation

Ticket & Case Management

Own tickets end-to-end in Freshdesk; prioritize by severity
Maintain response and resolution standards during assigned coverage, including overnight windows
Document resolutions so the team builds a reusable knowledge base

Cross-Team Coordination

Coordinate with field technicians, installers, and internal teams
Flag recurring technical issues so they can be addressed at the root

Knowledge & Documentation

Contribute troubleshooting guides and knowledge-base articles
Help raise first-contact resolution over time

Required Qualifications

2–4+ years in technical support, IT support, or a technical helpdesk role (intermediate to senior)
Solid, methodical troubleshooting approach; comfortable with networking fundamentals (IP, Wi-Fi, general connectivity concepts)
Ticketing platform experience (Freshdesk preferred)
Strong written and verbal English
Willing and reliably able to work overnight / non-standard hours for global coverage
Dependable internet with a backup plan for connectivity and power

Preferred Qualifications

Telecom, satellite, ISP, networking, or hardware / field-installation support background
Familiarity with satellite internet or comparable connectivity products
Experience supporting field technicians or installers, not only end consumers

Ideal Candidate Profile

You are a methodical troubleshooter who stays calm and clear under pressure. You are genuinely reliable on odd hours — this only works if the person shows up for the window. You document thoroughly, coordinate well with people in the field, and are comfortable being the sole coverage during your shift.

Technical Support Specialist (Connectivity & Field Support) - 62115394379