Job Description
Join TechFlow Solutions' elite night team and become the backbone of our 24/7 customer operations! We're seeking passionate individuals to deliver exceptional support during our critical overnight hours. This role offers a unique opportunity to work with cutting-edge technology while enjoying a quieter work environment and premium shift differentials. Our San Francisco headquarters features modern amenities, collaborative spaces, and a culture that values work-life balance through our night shift scheduling.
As a key member of our after-hours support squad, you'll troubleshoot complex technical issues for enterprise clients across North America. We provide comprehensive training and career development pathways, with many of our night specialists transitioning into senior roles within 12-18 months. Enjoy complimentary parking, meal stipends, and health benefits from day one.
Responsibilities
- Provide Tier 2-3 technical support for enterprise software solutions via phone, chat, and remote access
- Resolve critical system outages and security incidents during overnight hours
- Document detailed case notes and maintain accurate ticket documentation in Zendesk
- Collaborate with on-call engineers during complex escalations
- Monitor system performance metrics and proactively identify potential issues
- Conduct post-incident reviews and implement preventive measures
- Mentor junior support staff during shift overlaps
Qualifications
- Minimum 2 years of enterprise-level customer support experience
- Proficiency in Windows Server, AWS, and SaaS platforms
- CompTIA A+/Network+ certification or equivalent
- Ability to troubleshoot complex network and application issues
- Strong written and verbal communication skills
- Experience working in rotational or overnight shift environments
- Bachelor's degree in Computer Science or related field preferred
- Ability to remain calm and decisive during high-pressure situations