Technical Support Specialist – Tier 1/2 (Second Shift)

FrontierUS•Traverse City, MI

22d•Onsite

About The Position

Frontier is seeking a self-motivated, detail-oriented Technical Support Specialist to provide Tier 1 and Tier 2 technical support during the second shift. The role extends support coverage into evening and overnight hours for partners and end customers, with responsibility for independently troubleshooting networking issues, managing the support queue, and using sound judgment to resolve or escalate cases. The specialist also works with the sales team on pre-sales technical and design questions. This is an on-site position in Traverse City, Michigan, scheduled from 4:00 PM to 1:00 AM Eastern. The role includes a rotating on-call schedule and requires clear communication and documentation so the day-shift team can seamlessly continue work on open cases.

Requirements

Consistent availability to work 4:00 PM–1:00 AM Eastern, with occasional flexibility for on-call coverage.
Ability to work on-site at the Traverse City, Michigan office.
Proficiency in troubleshooting network and routing issues.
Ability to work independently and make sound decisions with limited real-time supervision.
Professional written and verbal communication and presentation skills, including the ability to give step-by-step direction.
Self-motivated, organized, and detail-oriented team player.
Ability to manage multiple issues and shifting priorities.
Integrity, ethical behavior, and respect for confidentiality.
Working knowledge of Linux command-line navigation and troubleshooting.

Nice To Haves

Technical certifications are a plus but are not required.
Strong understanding of telecommunications and networking, including TCP/IP, DNS, LTE/5G, VPN, and SD-WAN.
Peplink PCE/PCA certification.
Previous experience with Peplink, Cradlepoint/Ericsson, or Sierra Wireless.
Familiarity with Starlink or other satellite connectivity.

Responsibilities

Provide Tier 1 and Tier 2 technical support to partners and customers.
Own the support queue during the shift by monitoring incoming tickets, prioritizing by severity, and responding within service-level targets.
Triage critical and service-down issues, resolving them directly or escalating them appropriately.
Coordinate with Peplink support and engineering on escalated cases.
Document case status, actions taken, and next steps so day-shift team members can continue work seamlessly.
Educate clients on Peplink features and benefits.
Respond professionally to support tickets to resolve issues or provide a clear path forward for escalation.
Explain troubleshooting steps to clients and communicate how their concerns are being addressed.
Bring devices online and configure them using cloud management platforms, including InControl2.
Reproduce client configurations for testing and issue isolation.
Create and maintain knowledge base articles, especially for recurring after-hours issues.
Participate in a rotating on-call schedule.
Work with the sales team on pre-sales technical and design questions.