Technical Support Specialist - Remote US

The Role

Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience.
Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting.
Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing.
Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution.
Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution.
Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience.
Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing.

Requirements

• 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment.
• A minimum of 1 year of hands-on Salesforce experience is required.
• A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting.
• Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences.
• A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions.
• The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.

Qualifications

A degree in Computer Science, Information Technology, or a related field is welcome but not essential.

Skills

• Technical support or customer-facing technical role experience.
• Hands-on Salesforce experience.
• Understanding of computer systems, networking, and troubleshooting.
• Diagnostic tools and remote support technologies.
• Structured troubleshooting approaches.
• Clear communication skills.
• Customer-focused mindset.
• Independent and collaborative work style.
• Organizational and attention to detail skills.

Benefits

High-growth global SaaS company
Collaborative team culture, fast moving & focused on quality
Opportunity to grow with a scaling business
Healthcare, Dental, Vision, 401k package.

Pay

TBD

Schedule

Shift-based support rota, with flexibility to work alternative hours as required.