Technical Support Specialist - After Hours

About the role

As the After-Hours Technical Support Specialist, you will provide Tier I and Tier II technical support for our GPS and IoT hardware, software, mobile applications, web platforms, and SaaS solutions during our after-hours support window. This is a dedicated after-hours position, working five shifts per week. As the sole technical support resource during the shift, you'll independently troubleshoot issues, manage customer incidents, and determine when escalation is required. Success in this role requires strong technical aptitude, excellent communication, sound judgment, and the ability to work confidently with minimal supervision.

Responsibilities

• Serve as the primary after-hours technical support resource via phone, email, chat, and ticketing systems.
• Provide Tier I and Tier II support for GPS, IoT, mobile, web, and SaaS products.
• Troubleshoot hardware, software, account access, device activation, configuration, and connectivity issues involving cellular, satellite, Bluetooth, Wi-Fi, and networking technologies.
• Monitor device communications, system performance, and technical alerts to identify and resolve customer issues.
• Respond to critical after-hours incidents, exercising sound judgment when determining if on-call Tier II/III resources should be engaged.
• Own customer cases from initial contact through resolution or detailed handoff to the day shift.
• Document customer interactions, troubleshooting steps, resolutions, and incident details within CRM and ticketing systems.
• Maintain thorough shift handoff documentation to ensure seamless continuity between after-hours and daytime teams.
• Educate customers on product functionality, onboarding, and best practices while providing timely status updates.
• Create and improve knowledge base articles, runbooks, FAQs, and support documentation.
• Identify recurring issues and recommend improvements to products, processes, documentation, and automation.
• Collaborate with Customer Support, Engineering, Product, Field Service, and Security Operations teams to improve issue resolution.
• Maintain compliance with company security, privacy, and remote work policies.
• Participate in training, cross-training, and other assigned projects.
• All other duties as assigned by supervisor.

Requirements

• Bachelor’s degree in information technology, Business, Communications, or a related field preferred; equivalent experience considered.
• 3+ years of technical support, help desk, customer support, or SaaS support experience.
• At least one year supporting Tier II issues or working in a 24/7 support, NOC, or after-hours environment.
• Experience troubleshooting software, account management, networking, and cloud-based applications.
• GPS, telematics, IoT, security, or loss-prevention industry experience is a plus.
• Ability to successfully complete a background check.
• Candidates must reside in, and perform work from, a state in which the Company is authorized to employ remote workers.
• Dedicated home office with reliable high-speed internet and the ability to work extended periods at a computer.
• Occasional handling and testing of company hardware may be required.

Skills

• Excellent verbal and written communication skills with the ability to explain technical concepts to technical and non-technical users.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Experience supporting hardware, software, SaaS applications, user accounts, and networking/connectivity issues.
• Working knowledge of GPS, IoT, cellular, satellite, Bluetooth, Wi-Fi, and cloud-based technologies.
• Ability to work independently, prioritize competing tasks, and make sound decisions without direct supervision.
• Ability to remain calm and organized during outages, escalations, and high-pressure situations.
• Proficiency with Microsoft Office and CRM/ticketing platforms; experience with Zendesk, Jira, Salesforce, NetSuite, or SharePoint is preferred.
• Familiarity with productivity tools and the ability to validate generated information before use.

Schedule

This is a dedicated after-hours position working 10:00 p.m. to 6:00 a.m. Eastern Time, five 8-hour shifts per week from two consecutive days off. Assigned days are based on business needs. This is not an on-call rotation and is eligible for overtime with approval.

Pay

Salary expectations: $30 - $32 per hour depending on experience.

Benefits

• Comprehensive benefits package including medical, dental, vision, life insurance, short- and long-term disability starting on your first day.
• 401(k) retirement savings plan with company match.