Seeking a Technical Support Specialist for a growing product support team, focusing on a SaaS platform integrated with IoT laundromat systems. Requires strong troubleshooting, networking, and customer-facing skills. Role is 100% remote within PST/MST time zones.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Our client is seeking a Technical Support Specialist in PST or MST to join their growing product support team. This role supports a SaaS platform integrated with IoT-enabled laundromat payment and management systems, requiring strong troubleshooting, networking knowledge, and customer-facing skills. Candidates must be comfortable working on a 1099 or C2C basis during the contractual portion of this assignment.
Contract-to-Hire Technical Support Specialist (Remote – PST/MST Only)
Schedule: 100% Remote | Sunday–Thursday or Tuesday–Saturday | Supporting 7 a.m.–7 p.m. CST coverage
Citizenship: US Citizens or Green Card Holders only
Travel: ~10% to client sites
Key Responsibilities
- Provide Tier 1–2 customer-facing support for a SaaS product (not internal IT helpdesk).
- Troubleshoot device connectivity issues, Wi-Fi interference, gateways, antenna integrations, and onsite hardware concerns.
- Use incident management systems following ITIL best practices to log, track, and resolve issues.
- Support browser/software issues related to the platform.
- Work comfortably in a high-volume, call center–style support environment.
- Partner with customers, field technicians, and internal engineering teams to drive resolution.
Required Experience
- 1–3 years of SaaS product support experience (NOT traditional Microsoft/IT helpdesk).
- Must be located in PST or MST
- Strong networking fundamentals and hands-on experience with gateways, antennas, and device connectivity.
- Exposure to IoT ecosystems (e.g., Zigbee, Balena, sensors, cloud-connected devices, etc.).
- Experience supporting external customers in a product or application support environment.
- Familiarity with incident management platforms and structured support processes.
Nice to Have
- Background supporting hardware + software integrated systems.
- Understanding of RF interference, Wi-Fi optimization, or field equipment troubleshooting.