Technical Support Specialist (PST/EST/CST Timezone)

Accountabilities: Respond to customer inquiries accurately, professionally, and within appropriate response times across email, chat, and live support channels. Triage incoming technical support requests, identify root causes, and de-escalate challenging situations while maintaining a high standard of customer care. Troubleshoot issues across software platforms, video workflows, audiovisual hardware and setups, network connectivity, and security configurations. Investigate, reproduce, and document complex technical issues with sufficient detail for effective escalation. Collaborate with Support, Customer Success, Product, and Engineering teams to resolve technical issues and maintain clear communication with relevant stakeholders. Maintain and improve internal and customer-facing support documentation, troubleshooting guides, and knowledge resources. Identify recurring issues and contribute to improvements in support processes, best practices, and operational workflows. Support peer training and knowledge sharing to strengthen the team's technical capabilities. Advocate for customers by understanding their technical challenges and helping them maximize the value of the software and associated solutions. Requirements 3+ years of professional experience in B2B software or technical customer support. Advanced spoken and written English, with the ability to explain technical concepts clearly and professionally to customers. Strong troubleshooting and diagnostic skills, including the ability to assess, reproduce, document, and escalate complex technical issues. Hands-on experience troubleshooting video, audiovisual software and hardware, and related technical setups is highly preferred. Experience diagnosing network and connectivity issues, including firewall restrictions, ports, DNS, bandwidth, and related configuration challenges. Familiarity with security configurations and the ability to investigate issues involving access, connectivity, or system restrictions. Strong customer-service mindset with the ability to remain calm, empathetic, and solutions-focused when handling challenging support situations. Clear written and verbal communication skills and a personable approach to customer interactions. Strong collaboration skills and the ability to work effectively across Support, Customer Success, Product, and Engineering teams. Strong organizational skills, attention to detail, and the ability to manage multiple technical issues while maintaining accurate documentation. Curiosity and a willingness to learn new technologies, systems, and troubleshooting techniques. Ability to work hours aligned with U.S. business needs across PST, EST, or CST time zones. Benefits Remote opportunity for professionals based in India. Opportunity to work directly with customers and solve meaningful technical challenges. Exposure to software, video, audiovisual, networking, and security-related technologies. Cross-functional collaboration with Support, Customer Success, Product, and Engineering teams. Opportunity to contribute to support processes, documentation, best practices, and team training. Professional growth through hands-on troubleshooting and exposure to complex customer environments. Customer-focused environment where technical expertise and strong communication are highly valued.