Technical Support / Helpdesk Specialist

2–4+ years in Technical Support / Helpdesk (L1/L2) for B2B software/SaaS or enterprise platforms. Hands-on experience with ticketing systems (Zendesk/Jira Service Management) and remote diagnostics tools. Proven SLA ownership: prioritization, escalation, and clear written customer updates. Comfortable working fully remote and independently; reliable coverage of US business hours. Awareness of privacy/security in healthcare settings; sound judgment handling sensitive operational data. Exposure to BLE/RTLS/IoT and healthcare IT environments (facilities/biomed/IT). Basic scripting (Python/Bash) or SQL for troubleshooting and data pulls. Ability to read logs and leverage dashboards to validate fixes and confirm service health.

Own front-line support via Zendesk/email/phone—respond fast, meet SLAs, and keep customers informed. Triage and resolve L1/L2 issues across web apps, devices, and integrations; capture logs and write clear updates. Escalate to Engineering with crisp repro steps and environment details; drive issues to verified closure. Keep the knowledge base current—articles, macros, and runbooks that boost self-service. Track queue health (backlog, reopen rate, CSAT), spot trends, and coordinate with Ops on RMAs when needed. Participate in a light rotation for priority incident coverage during business hours and after-hours escalation.