Technical Support Agent (Contract to Hire)

Zipline International • Dallas, TX

58d • Onsite

About The Position

We are looking for a proactive and technically-minded Technical Support Agent to join our growing team! In this role, you'll play a vital part in ensuring that our customers and partners receive timely, accurate, and empathetic support—especially when it comes to troubleshooting hardware, software, and account-related issues. As a key member of our technical support team, you'll resolve a variety of inquiries across phone, email, and chat channels. You'll work closely with cross-functional teams to escalate complex issues, document resolutions, and help continuously improve our products and systems through real-world feedback. This full-time role is based onsite in Richardson, Texas, and reports to the Customer Support Lead.

Requirements

• 2+ years of experience in a technical support, help desk, or similar role supporting software, hardware, or integrated systems.
• Strong diagnostic and troubleshooting abilities across hardware, software, and account/system issues.
• Excellent verbal and written communication skills with a clear ability to explain technical concepts to a non-technical audience.
• Comfortable working with technical documentation, APIs, or internal dashboards to investigate and resolve issues.
• Experience with CRM and ticketing platforms (e.g., Zendesk, Salesforce, ServiceNow, Intercom, etc.).
• A calm, customer-first mindset with a high degree of empathy and problem ownership.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Flexible availability, including nights and weekends as needed.

Nice To Haves

• Experience supporting IoT, robotics, or aviation systems, software/cloud systems —or interest in learning!

Responsibilities

• Respond to customer and partner inquiries via phone, email, and chat, delivering prompt, accurate, and technically sound assistance.
• Diagnose and troubleshoot hardware, software, and system issues—working methodically to identify root causes and guide customers to resolution.
• Escalate critical or complex cases to engineering or specialist teams while ensuring detailed documentation and full closure with the customer. Learn and work to become the specialist to reduce escalations rates.
• Use internal knowledge bases and tools to provide solutions and contribute to ongoing documentation and process improvements.
• Maintain a high standard of empathy and professionalism in every interaction, especially when handling frustrated or technically inexperienced users.
• Become an expert in our technology stack—including product functionality, backend systems, and operational workflows—to provide deeper technical insight.
• Log all support interactions, resolutions, and system data in our CRM/ticketing platforms to ensure full traceability and support handoffs.
• Collaborate with support team members, engineers, and product managers to identify recurring issues, inform product improvements, and reduce future support volume.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed