Technical Support Specialist

Job Description

• Serve as the primary point of contact for customers experiencing technical issues with screen mirroring software, addressing problems related to connectivity, compatibility, and performance.
• Own the day-to-day technical support function across customer and internal support, including tickets, email, live chat, phone calls, support workflows, and related processes.
• Evaluate and improve how technical support is delivered, including the tools, workflows, escalation paths, documentation, and processes used to support customers and employees.
• Provide troubleshooting assistance via email, phone, or chat, guiding users through diagnostic steps and resolving issues in a timely manner.
• Diagnose and resolve customer problems with device compatibility, software configuration, network settings, and security/firewall issues.
• Escalate more complex issues to the appropriate internal teams when necessary and track the resolution progress for customer follow up.
• Aid customers with the initial installation and configuration of software, ensuring smooth setup on various devices (tvOS, Windows, macOS, etc).
• Assist customers with the initial installation process, helping to resolve any issues related to system requirements, device pairing, and network configuration.
• Help customers configure advanced features, such as multi-device mirroring, screen sharing with audio, and integration with third-party tools (e.g., conferencing platforms).
• Contribute to and maintain the internal knowledge base by documenting common technical issues, resolutions, and best practices.
• Update and create new troubleshooting guides, FAQs, and tutorials to help users self-resolve issues and maximize their use of the software.
• Regularly review and improve support documentation based on feedback and recurring customer inquiries.
• Communicate recurring technical issues, bugs, or feature requests to the Product and Engineering teams to help improve the software.
• Provide input on software usability based on customer feedback and technical support insights, contributing to ongoing product enhancements.
• Guide customers through product features, explaining how to best use the software to meet their specific needs.
• Use AI tools as a regular part of technical support work, including troubleshooting, research, documentation, communication, analysis, and process improvement.
• Identify opportunities to use AI and automation to improve support efficiency, response quality, self-service resources, and the overall customer experience.
• Experiment with and implement new support tools, AI-assisted workflows, and processes when they can meaningfully improve how technical support operates.
• Act as the internal owner and advocate for technical support, using patterns from customer interactions to identify opportunities for improvements across Support, Product, Engineering, and the broader organization.

Key Qualifications

• Experience: 1+ years of experience in a technical support role, preferably in the SaaS industry.
• Experience with screen mirroring or collaboration software is a plus.
• Technical Knowledge: Strong understanding of networking concepts, device compatibility, screen mirroring technology, and troubleshooting methods.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users in a clear and empathetic manner.
• Problem-Solving: Strong analytical skills with the ability to diagnose complex technical issues and find effective solutions quickly.
• Customer-Focused: A passion for helping customers succeed and providing outstanding service, with a track record of building positive relationships.
• Tools: Experience with customer support platforms (e.g., Zendesk, Freshdesk, Jira).
• Technical Proficiency: Familiarity with various operating systems (Windows, macOS), mobile devices (iOS, Android), and AppleTV. Knowledge of networking protocols (TCP/IP, DNS, firewall settings) and troubleshooting techniques is essential.
• Ownership: Comfortable working independently and taking responsibility for an entire functional area, including identifying problems and opportunities without waiting for them to be assigned.
• Technical Curiosity: Broad technical aptitude and a willingness to learn unfamiliar technologies, systems, and tools. We value someone who can confidently investigate and solve new types of problems over someone whose experience is limited to a single technical specialty.
• AI Fluency: Comfortable using modern AI tools to accelerate research, troubleshooting, communication, documentation, and other day-to-day work. You should be interested in continually finding new ways to apply AI to improve both your own effectiveness and the customer experience.
• Initiative: Ability to recognize when a process, tool, or workflow could be better and take the initiative to investigate and implement improvements.