About the Role
The people who rely on and utilize AIQ 24/7 don't stop working at 6pm — and neither do the issues that come up. When something breaks, behaves strangely, or needs a second pair of eyes during evenings and weekends, you're the person who picks it up. As a Technical Support Specialist, you're the first point of contact for the engineers, operators, and internal teams who rely on AIQ day to day. Your job is simple to describe and demands real judgment to do well: figure out what's going on, fix what you can, and get the right people involved when you can't. This is an internal-facing support role. Your "customers" are your colleagues — the teams working on and with the AIQ platform — so clear communication, calm under pressure, and sound technical instincts matter more than a script.
What You'll Do
- Own the queue during your shift. Monitor incoming requests across our support channels (chat, tickets, alerts) and make sure nothing slips through during evenings and weekends.
- Manage the handover cycle. Begin by checking active tickets and prior shift logs. Close out your shift with a concise summary detailing unresolved issues, troubleshooting steps attempted, and priority items for the morning crew. Ensure there is full visibility for the next team — no guesswork required.
- Triage fast and accurately. Assess each issue for urgency and impact, and prioritize what needs attention now versus what can wait.
- Diagnose the problem. Determine whether an issue is a genuine AIQ platform fault, a user or configuration error, or something that needs deeper investigation.
- Resolve what's in your hands. Provide first-line troubleshooting and guidance, and close out issues you can solve directly.
- Escalate cleanly. For AIQ-related issues beyond first-line resolution, route them to the right team (engineering, infrastructure, operations) with the context, steps to reproduce, and evidence they need to act quickly.
- Keep people informed. Follow up and communicate clearly with stakeholders until each issue is resolved — no silent tickets.
- Handle incidents by the book. Escalate critical incidents according to established procedures and keep a level head when things get busy.
- Leave a clear trail. Maintain accurate records of issues reported, actions taken, and outcomes.
What We're Looking For
- Strong problem-solving skills and good judgment about when to dig in versus when to escalate
- Clear, concise written communication — you can turn a vague report into an actionable summary
- A foundational level of technical understanding (comfortable reading logs, dashboards, and error messages)
- Reliability and ownership: during your shift, the queue is yours
- Availability to work evening and weekend shifts (3pm-11pm, 11pm-07am local time Monday-Friday) (6am-2pm Saturday-Sunday)