Note: The job is a remote job and is open to candidates in USA. Alexander Technology Group is a company that supports mission-critical enterprise software around the clock, and they are seeking a Tech Support / Customer Support Specialist. This role involves providing technical troubleshooting and customer-focused communication to ensure smooth operations for customers.

Responsibilities

• Provide overnight coverage to ensure customers can keep things running smoothly
• Diagnose complex issues, manage and document support requests, and partner with engineering and product teams to drive resolution
• Triage, diagnose, troubleshoot, and resolve advanced software issues across modules and configurations
• Manage support tickets/queues with accurate documentation
• Produce basic reporting to support issue analysis and/or customer needs

Skills

• 3–5 years of experience in software support, technical support, or helpdesk roles
• Experience supporting complex enterprise applications, specifically including one or more of: CMMS, EAM, MES, ERP, or similar business software platforms
• Ability to triage, diagnose, troubleshoot, and resolve advanced software issues across modules and configurations
• Hands-on experience managing support tickets/queues (e.g., Zendesk or similar) with accurate documentation
• Strong technical aptitude with the ability to quickly learn complex software systems
• SQL knowledge (including ability to work with reporting/data as part of support investigations)
• Working knowledge of APIs
• Ability to produce basic reporting to support issue analysis and/or customer needs
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users
• Strong problem-solving ability and attention to detail
• Ability to work independently during overnight hours while maintaining high responsiveness
• Location: Must be New England based
• Onsite visits: Once per quarter for meetings
• Shift: Overnight second shift, with ideal timing 4:00 PM – midnight
• Candidates must be legally authorized to work in the US without current or future sponsorship
• Training overlap: During the initial onboarding period, you must be available to overlap with East Coast business hours, with at least three hours of daily overlap for training
• Familiarity with databases, APIs, and system integrations
• Experience working in regulated industries (e.g., manufacturing, life sciences, utilities)
• Exposure to SaaS and/or cloud-based environments
• Experience supporting specific enterprise software complements such as asset management / maintenance workflows and related integrations
• Preferred: Background aligned to software support/technical support for enterprise applications
• Preferred experience level: 3–5 years supporting complex enterprise software platforms

Company Overview