Technical Support Representative

Job Description

TechNova Solutions is hiring Technical Support Representatives to join our fully remote US support team, helping customers resolve software, connectivity and account issues. You will diagnose problems systematically, communicate solutions clearly to non-technical users, and collaborate with engineering teams on complex cases. You will specialise in one of our product lines, becoming the go-to expert for complex integrations.\n\nThis remote-first role offers genuine flexibility, continuous technical training, and a defined path into senior support, QA and customer-engineering positions. If you enjoy solving puzzles and helping people, and want to grow your technical career from home, we would love to hear from you. We sponsor AWS, CompTIA and ITIL certifications to accelerate your technical growth. A monthly hack afternoon lets you explore new tools, integrations and automation ideas.

Responsibilities

Diagnose and resolve customer technical issues via chat, email and video calls\nGuide non-technical users through troubleshooting steps clearly and patiently\nDocument cases thoroughly in the ticketing system with reproducible steps\nEscalate bugs and complex issues to engineering with detailed diagnostics\nContribute to the knowledge base with clear help articles and FAQs\nMeet SLAs for response time, resolution time and customer satisfaction

Requirements

Associate degree, technical diploma or equivalent practical experience\nMinimum 2 years of technical support or help-desk experience\nStrong understanding of operating systems, networks and SaaS applications\nExcellent written English for remote asynchronous communication\nSelf-disciplined and productive in a home-office environment\nUS work authorisation and a reliable high-speed internet connection

Skills

Technical troubleshooting, Ticketing systems, Network basics, SaaS support, Remote diagnostics, Knowledge-base writing, Customer empathy, Documentation, SQL basics, API familiarity

Benefits

Monthly salary of $3,500 – $5,000 plus quarterly bonuses\nFully remote with flexible working hours\nHome-office equipment stipend\nComprehensive health, dental and vision insurance\nContinuous technical training and certification sponsorship