Technical Support & Operations Specialist

Anavah Talent

8h•Remote

About The Position

A fast-growing U.S.-based technology startup is looking to add a Technical Support & Operations Specialist to its team. The role sits at the intersection of technical support and operations. You'll be responsible for responding to inbound support requests, troubleshooting software and hardware issues, identifying when issues require escalation, and helping maintain accurate operational data and reporting. This is an execution-focused role for someone who enjoys solving technical problems, working across systems, spotting patterns, and creating structure in a fast-moving startup environment.

Requirements

Strong analytical, organizational, and attention-to-detail skills, with comfort working with spreadsheets, reporting, or operational data.
At least 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical role.
At least 1 year of experience working with a technology startup (ideally U.S. or Australia based)
Prior work experience with Windows operating system, remote desktop software, and other software/IT programs such as Intercom.
Exceptional proficiency in English (at least C2 level), with excellent written communication skills
Highly responsive, self-directed, and comfortable prioritizing competing requests in a remote environment.
Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)

Nice To Haves

Familiarity with systems like Intercom, Pylon, and Google Sheets.
Experience with reporting, dashboards, data quality, or operational analytics.
Experience working with U.S.-based enterprise SaaS startups.

Responsibilities

Investigate customer and operational issues by reviewing system information, configurations, data, and documentation to identify root causes and patterns.
Maintain accurate operational and support data and contribute to the reporting backbone by tracking trends, identifying inconsistencies, and surfacing actionable insights.
Document issues, resolutions, and recurring patterns while partnering with Customer Success, Engineering, and other teams to improve processes and support resources.
Take ownership of problems from investigation through resolution, adapting to evolving systems and processes while helping build a reliable, scalable support and operations function.
Respond to customer inquiries through Intercom, Pylon, email, and other support channels, resolving Tier 1 issues efficiently and professionally.
Troubleshoot software, hardware, account, configuration, and connected-device issues, escalating more complex problems to the appropriate internal teams.
Build strong knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations to effectively diagnose and resolve issues.