Technical Support & Operations Specialist - 2026006

U.S.-Based Technology Startup Seeking Technical Support & Operations Specialist

Location: Remote (Applicants Must Be Based in the Philippines)

Terms: Full-time, Independent contractor

Compensation: $7/hr, negotiable based on experience

Schedule: Monday to Friday, during U.S. business hours, with an occasional Saturday shift as business needs require.

ABOUT THE ROLE

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.

ABOUT YOU

• You enjoy working with systems, data, and operational processes to understand how things work and find better ways of doing things.

• You are highly organized and detail-oriented, especially when handling reports, records, and multiple operational tasks.

• You take ownership of tasks from start to finish and follow through without needing constant supervision.

• You are comfortable investigating discrepancies, identifying root causes, and using data to make informed decisions.

• You thrive in environments where processes may not always be clearly defined and are willing to take initiative, solve problems, and build better workflows.

• You communicate clearly and collaborate effectively with different teams and stakeholders.

• You enjoy improving processes, creating practical systems, and finding ways to make day-to-day operations more efficient.

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 the company’s software, customer workflows, and scrap metal recycling operations to effectively diagnose and resolve issues.

Requirements

• Strong analytical, organizational, and attention-to-detail skills, with proficiency in Excel, SQL, spreadsheets, reporting, and operational data analysis.

• 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)

PREFERRED QUALIFICATIONS

• 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.

Benefits

At the company, we’re all about helping you find your God-given space at a U.S. Company. And, we know work is more than just a paycheck, which is why we support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the company Community!

• Competitive Compensation – We recognize your skills and experience with a great compensation package.

• Regular Payday in USD – Twice per month, we send USD right to your bank account.

• Company-Provided Laptop – We’ll provide the equipment you need to do your best work.

• Work Remotely, Forever - Save on the commute and work from home, wherever that is in the world.

• Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!

• Exciting Team Experiences – Think team offsites, meetups, virtual town halls, and even international paid travel.

• Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

• Global Networking - Work with top international teams across 12 countries around the world.

• Mentorship, Advocacy and Support - We stay in the room and advocate for you every step of the way.

• Promotions and Increases - Perform and earn more with raises, promotions, and scope-increases.