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Technical Support Specialist

Hireframe

Responsibilities

  • You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
  • Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
  • Ask effective diagnostic questions, document findings, and determine the appropriate next step.
  • Own assigned cases through resolution, including timely customer 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 completed, and supporting information.
  • Maintain accurate case records in Zendesk, Jira, and other support systems.
  • Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
  • Work closely with Customer Experience, Field, and Engineering as support processes evolve

Requirements

  • Must have prior US-hours experience.
  • Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
  • Comfortable talking to both non-technical end users and engineers or field techs.
  • Individual contributor, not a team lead, but brings enough seniority.
  • Spanish/English bilingual is strongly preferred.

Preferred

  • HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Technical Support Specialist

Hireframe · Philippines (Remote) · Full-time · Posted 2026-09-30

Description

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

Requirements

3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

Permanent remote work flexibility

Paid Time Off

Annual performance bonuses

Dedicated coaches offer an extra channel of support and skill-building

Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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