Job Opportunities API

U.S.-Based Technology Startup Seeking IT Helpdesk Specialists Location: Remote (Applicants Must Be Based in the Philippines) Terms: Full-time, Independent contractor Compensation: $7/hr, negotiable based on experience Time-Zone: U.S. Eastern Time (EST)  Hours: Full-time (Monday to Friday, Saturday coverage as needed) Shift Schedule: Monday-Friday:  Start: 3:30 AM EDT (corresponds to 3:30 PM Philippine Time) End: 12:30 PM EDT (corresponds to 12:30 AM Philippine Time) Saturday: Possible shift based on business need (hours TBD) ABOUT THE ROLE: A fast-growing U.S.-based technology startup building innovative software and hardware solutions across IoT, enterprise software, and automation is looking for IT Helpdesk Specialists . The business now serves customers across North America, South Africa, Australia, and New Zealand. As the customer base grows, the support team needs broader coverage outside traditional U.S. business hours while allowing Customer Success Managers to spend more time on customer growth and expansion instead of reactive support. This role will serve as the first line of defense for customer support. You'll primarily respond to inbound chat requests, resolve Tier 1 issues, troubleshoot hardware-related problems, and escalate more technical product issues to the appropriate internal teams via Pylon and Intercom. This is a highly execution-focused role designed around responsiveness, fast resolution times, and delivering an excellent customer experience. ABOUT YOU: You enjoy solving complex technical issues and getting to the root cause of hardware-related problems. You thrive in fast-paced environments where critical thinking and hands-on troubleshooting are essential. You take ownership of support cases and are committed to delivering timely, high-quality resolutions. You communicate clearly with customers while collaborating effectively with internal technical teams. You enjoy diagnosing issues, improving support processes, and creating a seamless experience for enterprise customers. RESPONSIBILITIES: Respond to customer inquiries via Intercom, Pylon, and email , ensuring all interactions are handled professionally, with empathy, and aligned with premium service standards. Leverage AI-powered support tools and knowledge bases to improve the customer experience and make it easier for CSMs to upsell services. Become an expert in the firm's software product, its use cases for customers, and how the company helps customers operate more efficiently and improve business outcomes. Configure and integrate customer hardware to support the firm's software platform (such as IP cameras, scales, and printers). Verify the customer experience, coordinate with the relevant engineering and implementation teams, and resolve issues quickly to minimize service disruptions. Share updates, flag recurring issues, and assist in implementing process improvements that enhance service delivery and operational efficiency. Be adaptable to changing processes, help refine operational practices, and consistently deliver results in a fast-paced environment. Requirements At least 3+ years of experience in a customer-facing support role, preferably in IT helpdesk, hardware support, IoT support, or a related technical function in a SaaS environment. At least 1 year of experience working with a technology startup (ideally U.S.- or Australia-based). Prior experience working with the Windows operating system, remote desktop software, and other software/IT tools such as Intercom. Exceptional English proficiency (C2 level preferred), with excellent written communication skills. Experience installing and setting up hardware (e.g., printers and cameras). A customer-first mindset with a bias toward action. Highly organized and detail-oriented. Demonstrated ability to work in a fast-paced, dynamic environment. Bachelor's degree or highe