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# Technical Support Specialist

- **Company:** Alpha Net Consulting LLC
- **Location:** Austin, TX, United States
- **Experience:** Starter
- **Salary:** $35,360.0 - $37,440.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Command-Line Interface, Software as a Service, Computer Networks, Databases, Data Validation, Linux, Domain Name System (DNS), Monitoring of Systems, Issue Tracking Systems, Log Analysis, Networking Basics, Cloud Platform System, Bug Reporting
- **Published:** September 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=85b835471c1820ed

## About the Role

The ideal candidate should be comfortable handling standard support requests independently while also performing deeper troubleshooting, basic log analysis, configuration checks, and root-cause investigation before escalating complex issues to L2/Engineering.

The candidate should have troubleshooting skills, good communication abilities, a customer-focused mindset, and the ability to understand technical issues and translate them into clear, actionable solutions., * 1-3 years of experience in technical support, application support, IT support, SaaS support, or a related role.

 * Strong troubleshooting and analytical skills.
 * Good understanding of Windows and/or Linux operating systems.
 * Basic knowledge of networking concepts
 * Experience working with ticketing or ITSM tools.
 * Good written and verbal communication skills.
 * Strong attention to detail and ownership of support issues.
 * Ability to work independently while knowing when to escalate.
 * Comfortable working in a fast-paced support environment and managing multiple priorities.

## Description

Technical Support

 * Provide first and second-line technical support for product, application, system, or infrastructure-related issues.
 * Troubleshoot issues that cannot be resolved through standard L1 procedures.
 * Investigate application, configuration, connectivity, authentication, and integration-related issues.
 * Analyze basic application/system logs to identify errors and potential causes.
 * Perform basic configuration changes and validation where authorized.
 * Reproduce customer-reported issues in test or supported environments.
 * Perform basic database queries or data validation where required.
 * Troubleshoot API, webhook, integration, and connectivity issues at a basic level.
 * Assist customers/users with product configuration, usage, and technical questions.
 * Identify recurring issues and recommend improvements to support documentation and troubleshooting procedures.

Ticket & Incident Management

 * Own support tickets from initial investigation through resolution or appropriate escalation.
 * Maintain accurate and detailed ticket documentation.
 * Prioritize tickets based on business impact, severity, and agreed SLAs.
 * Follow established incident, escalation, and change-management processes.
 * Escalate issues to L2, Engineering, Infrastructure, or other teams with complete troubleshooting details.
 * Follow up on escalated issues and communicate progress to customers/users.
 * Identify recurring incidents and contribute to problem-management activities.

Troubleshooting & Investigation

 * Follow troubleshooting methodologies rather than relying solely on predefined solutions.
 * Gather relevant logs, screenshots, error messages, timestamps, environment details, and reproduction steps.
 * Perform basic network troubleshooting such as DNS, connectivity, ports, HTTP/HTTPS, and latency checks.
 * Use tools such as command-line utilities, log viewers, monitoring tools, ticketing systems, and knowledge bases.
 * Understand basic concepts related to operating systems, databases, APIs, cloud environments, and networking.
 * Distinguish between application defects, configuration issues, user errors, and infrastructure-related problems.

Customer Communication

 * Communicate clearly and professionally with customers/users through email, chat, phone, or ticketing platforms.
 * Explain technical issues and solutions in simple, customer-friendly language.
 * Set appropriate expectations around resolution timelines and escalations.
 * Maintain a high level of professionalism during high-priority or difficult incidents.