Note: The job is a remote job and is open to candidates in USA. Alexander Technology Group is seeking a Tech Support / Customer Support Specialist to join their team that supports mission-critical enterprise software. The role involves providing overnight support, troubleshooting complex issues, and collaborating with engineering teams to ensure customer satisfaction.
Responsibilities
- Provide overnight coverage to ensure customers can keep things running smoothly
- Diagnose complex issues
- Manage and document support requests
- Partner with engineering and product teams to drive resolution
Skills
- 3–5 years of experience in software support, technical support, or helpdesk roles
- Experience supporting complex enterprise applications, specifically including one or more of: CMMS, EAM, MES, ERP, or similar business software platforms
- Ability to triage, diagnose, troubleshoot, and resolve advanced software issues across modules and configurations
- Hands-on experience managing support tickets/queues (e.g., Zendesk or similar) with accurate documentation
- Strong technical aptitude with the ability to quickly learn complex software systems
- SQL knowledge (including ability to work with reporting/data as part of support investigations)
- Working knowledge of APIs
- Ability to produce basic reporting to support issue analysis and/or customer needs
- Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Strong problem-solving ability and attention to detail
- Ability to work independently during overnight hours while maintaining high responsiveness
- Location: Must be New England based
- Onsite visits: Once per quarter for meetings
- Shift: Overnight second shift, with ideal timing 4:00 PM – midnight
- Candidates must be legally authorized to work in the US without current or future sponsorship
- Training overlap: During the initial onboarding period, you must be available to overlap with East Coast business hours, with at least three hours of daily overlap for training
- Familiarity with databases, APIs, and system integrations
- Experience working in regulated industries (e.g., manufacturing, life sciences, utilities)
- Exposure to SaaS and/or cloud-based environments
- Experience supporting specific enterprise software complements such as asset management / maintenance workflows and related integrations
- Preferred: Background aligned to software support/technical support for enterprise applications
- Preferred experience level: 3–5 years supporting complex enterprise software platforms
Company Overview