Senior Technical Support Representative | Hybrid

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.


• Simulator experience: ensure graphics card drivers are up-to-date


• Logical and critical thinking skills (Critical Thinking assessment required)


• Simulator experience is preferred

Training / Onboarding:

• 90 days onsite including Training to nesting, provided KPI targets are met