Grow Your Staff is looking for a Technical Support Specialist for a US-based company building an AI-powered operations layer for hardware companies. This is a full-time remote position The role will have excellent growth opportunities. You will be working directly with the global team based in the US.

Experience required

: 3-5 years

Location

: Remote

CTC:

9-13 LPA

Type of Employment

: Full-time

Time

: 9:30 pm-6:30 am (Monday-Friday)

Responsibilities

- Monitor real-time alerts and incoming tickets through Zendesk, Jira, and client monitoring dashboards, working alongside AI agents to triage issues, review telemetry, and determine appropriate next steps
- Troubleshoot light-to-moderate technical issues using telemetry data, sensor readings, logs, and error codes, distinguishing genuine hardware faults from connectivity issues, noise, or false alarms
- Follow established troubleshooting runbooks and flowcharts to resolve known issues while applying sound judgment when cases fall outside documented scenarios or available data is limited
- Coordinate with field technicians and on-site teams through calls or meetings when issues require physical inspection or hands-on intervention, and track the issue through to resolution
- Escalate issues beyond Tier 1/2 scope to the client's engineering team with clear, accurate, and well-documented technical context
- Maintain detailed ticket documentation covering alerts, actions taken, troubleshooting steps, and outcomes so that the next shift, engineering team, or AI agent can continue the resolution effectively
- Provide coverage across the required 24/7 rotation, including overnight and weekend shifts,



while maintaining a calm and methodical approach to time-sensitive hardware issues
- Identify recurring technical issues, gaps in troubleshooting runbooks, and patterns in AI-assisted triage, and communicate these insights to the team to continuously improve documentation and support processes

Qualifications

- Bachelor or Master’s degree in Information Technology, Electronics, Computer Science, Telecommunications, Electrical Engineering, or a related technical field
- Proven 3+ years of experience in technical support, NOC, BPO Tier 1/2 support, or a similar technical support workplace
- Comfortable interpreting telemetry dashboards, sensor data, logs, and error codes and using technical information to diagnose issues
- Experience with ticketing systems such as Zendesk, Jira, or similar platforms and monitoring/dashboard tools such as Grafana, Datadog, or similar tools
- Strong written and spoken English, with the ability to communicate clearly and professionally with US-based field technicians and engineering teams
- Ability to follow structured troubleshooting protocols while applying independent judgment to edge cases
- Comfortable working with AI tools as part of the core support workflow
- Strong documentation skills with attention to detail and the ability to maintain clear, actionable ticket records
- Willingness to work a rotating 24/7 schedule
- A calm, methodical approach to troubleshooting time-sensitive technical issues
- Background or coursework in electronics, IT, telecom, or a related technical field and familiarity with IoT devices, embedded systems, or electromechanical hardware would be an advantage

📌 Technical Support Specialist (India)
🏢 Grow Your Staff
📍 India