Technical Support Specialist (Connectivity & Field Support) - 20197

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.