Influx · Worldwide
About the role:
We are seeking a detail-oriented and analytical Technical Support Agent to join our team. In this role, you will help investigate technical issues, perform initial troubleshooting, and ensure customer incidents are documented and escalated appropriately.
You will work with established procedures and collaborate with other technical teams to investigate issues, communicate findings, and support timely resolutions. The ideal candidate is a structured problem-solver who takes ownership of their work, communicates clearly under pressure, and knows when to seek assistance or escalate an issue.
Key Responsibilities
Technical Troubleshooting: Perform initial investigations into technical issues involving operating systems, networks, servers, and software applications, following established troubleshooting procedures.
Ticket & Incident Management: Create, update, and manage support tickets using tools such as Zendesk, Jira Service Management, ServiceNow, or similar platforms, ensuring issues are tracked through to resolution or handoff.
Technical Documentation: Document reported symptoms, troubleshooting steps, relevant logs, test results, and other findings to support effective investigation and escalation.
Issue Analysis: Apply structured and logical thinking to identify potential causes of technical problems, gather relevant information, and determine appropriate next steps.
Escalation & Collaboration: Recognize when an issue requires more advanced technical expertise and escalate it promptly to the appropriate team, providing clear documentation and relevant evidence.
Communication & Customer Support: Communicate technical findings clearly and professionally to customers and internal teams, including during high-pressure situations.
Follow-up & Accountability: Monitor assigned tickets, follow up on outstanding issues, and ensure effective handovers so that incidents progress without unnecessary delays.
Process Adherence: Follow established procedures, maintain accurate records, and contribute to consistent support quality and efficient incident handling.
Requirements & Qualifications
Technical Experience: 1–2 years of experience in Technical Support, IT Help Desk, Service Desk, SaaS Support, or a similar role.
IT Fundamentals: Basic understanding of operating systems, networking, servers, and common technical troubleshooting methods.
Ticketing Tools: Experience using ticket management platforms such as Zendesk, Jira Service Management, ServiceNow, or similar tools.
Documentation Skills: Ability to clearly document technical issues, troubleshooting steps, logs, and test results before escalating an incident.
Analytical Thinking: Ability to approach technical problems methodically, gather relevant information, and follow a logical troubleshooting process.
Attention to Detail: Ability to follow established procedures accurately and consistently while maintaining reliable records.
Communication Skills: Good written and spoken English, ideally at B2 level or higher, with the ability to communicate clearly and professionally with customers and global technical teams.
Ownership & Judgment: Willingness to take responsibility for assigned tickets, follow up on outstanding issues, and recognize when to escalate problems beyond your level of expertise.
Nice-to-Haves / Bonus Points
Basic Linux knowledge, including familiarity with commands, processes, file systems, and log analysis.
Basic networking knowledge, including IP addressing, DNS, TCP/IP, connectivity, and latency.
Familiarity with cloud computing, IT infrastructure, and SaaS environments.
Introductory knowledge of containers and Kubernetes concepts.
Experience providing technical support to business customers in a B2B environment.
What we offer:
Work from home (WFH) arrangement.
A supportive, collaborative, and high-performance environment that supports a life outside work.
An opportunity to work with international clients with high standards of excellence.
An international team with opportunities to learn from experienced colleagues.
Comprehensive training to help you develop the knowledge and skills needed to succeed in the role.
Opportunities for professional growth in a fast-paced technical environment.
How We Operate / Our Values:
Treat others as you would like to be treated.
Do what you say you’re going to do. Show, don’t tell.
Prioritize the listener.
Focus on the facts.
If this sounds interesting to you, join us by clicking on Apply!
Employment type: Full-time, 44 hours per week.
