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Tech Support/Custumer Suppport Specialist
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Alexander Technology Group
Remote
$80,000 Salary, Full-Time
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Job Description
Back Tech Support/Custumer Suppport Specialist Tech Support West Springfield , Massachusetts Perm 70000 Jun 9, 2026 $70000.00 - $90000.00 Tech Support / Customer Support Specialist (Remote) — Overnight Shift Overview Join a team that supports mission-critical enterprise software around the clock. As a Tech Support / Customer Support Specialist, you'll provide overnight coverage to ensure customers can keep things running smoothly. This role combines strong technical troubleshooting with clear, customer-focused communication—so you can diagnose complex issues, manage and document support requests, and partner with engineering and product teams to drive resolution. This is a remote role with New England based requirements for occasional onsite visits (once a quarter for meetings). Required 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 Nice to Have Skills 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