Support Operations Coordinator (L3 Tech) — Remote MSP Role

Support Operations Coordinator (L3 Tech) — Remote MSP Role About the role: We're looking for a high-performing L3 Technical Support professional with strong operational discipline to join our growing MSP as a Support Operations Coordinator. In this role, you'll go beyond escalations — taking ownership of our ticketing systems, enforcing workflow structure, and helping modernize how we deliver support across regions. If you thrive in structured environments, understand the backbone of ticket-driven operations, and are ready to lead change from within, this is the perfect opportunity.

Key Responsibilities:

Ticket Flow Ownership :

Manage the full lifecycle of support tickets — triage, assign, escalate, and drive to resolution. Keep the system clean, flowing, and accountable.

Ticketing System Leadership :

Deploy and configure our new N-Able ticketing platform , and lead the migration off our legacy system , including staff training and workflow setup.

Discipline & Documentation :

Ensure high standards for ticket categorization, SLA tracking, escalation paths, and closure notes.

SOP Creation :

Write and maintain internal Standard Operating Procedures for triage, escalation, onboarding, and common issue handling.

Technical Escalations :

Serve as a hands-on Level 3 escalation point for Windows and infrastructure-related support.

Shift Oversigh t:

Help plan technician coverage and shifts, co-lead hiring efforts with the Network Operations Manager.

Customer Communication :

Interface with clients when escalations require clarification, professionalism, and structured follow-up.

After-Hours Readiness :

Participate in emergency support rotations when required.

What you bring:

5+ years in a Level 3 support role , ideally within a Managed Service Provider (MSP) environment. Experience managing or implementing ticketing systems (N-Able, Autotask, ConnectWise, Freshservice, etc). Strong technical grounding in Windows Service , Active Directory, desktop/server troubleshooting, and remote tools. Excellent communication and documentation skills (English proficiency required) Strong organizational skills and a process-driven mindset.

Bonus points:

Prior experience enforcing ticket flow and operational standards. Microsoft Windows certifications (MCP, MCSA, etc) a plus. RMM tool familiarity and multi-tenant support experience.

What we offer:

Remote-first culture with focus and autonomy. Leadership visibility and the chance to shape support processes. Opportunity to own systems, not just tickets. To apply , send your resume and a short note on your experience managing ticket systems, enforcing support discipline, or leading technical escalations along with Monthly pay expectation. We're looking for someone who doesn't just close tickets — but builds the structure to make support run better, faster, and cleaner.

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