This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a knowledgeable and customer-focused Technical Support Specialist to provide remote technical assistance to clients and internal teams. The ideal candidate will diagnose and resolve hardware, software, and system-related issues while delivering exceptional customer service. This role requires strong troubleshooting skills, clear communication, and the ability to work independently in a remote environment. - Provide remote technical support via phone, email, chat, or ticketing systems - Diagnose and resolve hardware, software, and network issues - Install, configure, and maintain computer systems and applications - Document support requests, resolutions, and system updates accurately - Escalate complex technical issues to higher-level support when necessary - Assist with onboarding/offboarding technical setup for employees - Maintain knowledge base articles and technical documentation - Ensure timely resolution of tickets in accordance with service-level agreements (SLAs) - Educate users on best practices and system functionality Qualifications - Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) - 2+ years of technical support or help desk experience - Strong knowledge of Windows and/or macOS operating systems - Familiarity with Microsoft 365, Google Workspace, and common business applications - Basic understanding of networking concepts (TCP/IP, VPN, DNS, routers) - Experience with remote desktop tools and ticketing systems - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication skills - Ability to work independently in a remote setting Requirements - CompTIA A+, Network+, or similar certifications - Experience supporting cloud-based platforms - Knowledge of cybersecurity best practices - Experience in multi-location or remote workforce environments Work Environment - Fully remote - Standard business hours - Performance-based metrics and ticket resolution targets Compensation & Benefits - Competitive salary based on experience - Health, dental, and vision insurance - Paid time off - Remote work flexibility - Professional development and certification support

• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution. • Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations. • Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket. • Work with Grafana dashboards and monitoring tools to diagnose system and integration problems. • Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements. • Provide clear, proactive communication with customers, managing expectations during high-impact issues. • Share knowledge through documentation, runbooks and training sessions to empower customers and teammates. • Advocate for customers internally, ensuring their needs influence product priorities and enhancements.

• Serve as the technical lead across endpoint technologies, providing architectural direction, governance, and technical leadership for Windows (MECM/Intune) and macOS (Jamf Cloud) platforms. • Define and maintain enterprise endpoint architecture, configuration standards, and lifecycle governance models. • Lead strategy, design, and optimization for MECM, Intune, and Jamf Cloud environments. • Develop automation frameworks, scripting standards, and reliability engineering practices that enhance endpoint performance and stability. • Oversee global patching, OS update governance, and enterprise image/configuration quality assurance. • Drive complex cross-functional engineering programs with Security, Networking, and Identity teams to improve platform performance and security posture. • Mentor engineering staff and elevate global endpoint engineering capabilities through documentation, training, and best-practice enforcement. • Manage escalations for critical endpoint issues, guiding investigation, remediation, and long-term corrective action.

• Resolve customer concerns and create solutions for Vercel customers • Troubleshoot issues alongside Engineering and develop internal tools • Partner with Product and Customer Success teams for support • Improve documentation and assist with Enterprise requests