Responsibilities
- Monitor regional support channels and provide initial replies to incoming support inquiries.
- Evaluate incoming issues, classify them by category (Detection, App, Connectivity, Desktop, Hardware), and generate appropriate Support or Hardware Maintenance tickets following established procedures.
- Prepare detailed engineering tickets for technical escalation and assign them to the relevant engineering teams as needed.
- Collaborate with deployment teams to verify hardware is powered on and properly configured after installation.
- Continuously monitor device connectivity status, identify irregularities, and execute predefined initial response steps.
- Track source trigger events and direct them to the correct team based on preliminary assessment.
Benefits
- Competitive compensation and eligibility for the company warrant program.
- Opportunity to work with cutting-edge technology in an innovative industry.
- Engage in a dynamic workplace that emphasizes continuous learning.
- Access to a 401(k) plan, paid time off, and health insurance benefits.
Compensation
Competitive Salary and participation in our warrant program.
Work Arrangement
Remote (Worldwide) — Philippines, Central America
Schedule Shift length
8 hours per day, 5 days per week, covering UK morning/US overnight and UK evening/US daytime shifts.
Weekend coverage
Every other weekend required, with two Support Associates alternating to ensure one is always available during weekends.
