Technical Support Specialist - 3rd Shift - REMOTE
$100,000–$150,000 year
On-siteTulsa, Oklahoma, United States
Job Summary
Serve as the frontline technical intake and triage specialist for inbound customer support requests, prioritizing tickets by uptime risk and SLA requirements. Execute remote troubleshooting using HMI data, telemetry, and error logs to guide customers through corrective actions and restore operation, aiming to resolve issues without field dispatches. Initiate work orders and coordinate field service scheduling when onsite response is required, ensuring accurate problem descriptions and job scope for technicians. Document all tickets accurately in C4C and FSM systems, capturing failure modes and trends to support SLA reporting and lifecycle analytics. Maintain high data accuracy and operational discipline while collaborating cross-functionally with Engineering and Product teams to address recurring issues.
Required Qualifications
- 3+ years of experience in technical support, field service support, or equipment troubleshooting
- Hands‐on experience supporting electromechanical or automated equipment
- Ability to troubleshoot systems using logical, structured diagnostic approaches
- Strong technical troubleshooting and customer communication skills
- Ability to perform calmly and effectively in high‐pressure downtime situations
- High attention to detail in documentation and system updates
- Proficiency with Field Service Management platforms and digital workflows
Desired Qualifications
- Experience supporting capital equipment, automation, or packaging machinery
- Remote technical support background
- Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks
- Experience with telemetry, remote monitoring, or automated reporting tools
- Understanding of service KPIs such as FCFR, MTTR, and SLA compliance
- Cross‐functional collaboration experience with Field Service, Engineering, and Operations teams
- Experience with Customer Resource Management (CRM) tool – i.e. C4C, Salesforce
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