📍 Job Overview

Job Title: Technical Support Specialist
Company: LoadSpring Solutions
Location: Carlsbad, California, United States (Remote - Pacific Time Zone)
Job Type: Full-Time
Category: Customer Support & Technical Support
Date Posted: August 1, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: Remote (Pacific Time Zone working hours)

🚀 Role Summary

Serve as the primary point of contact for customers, troubleshooting and resolving issues with business applications, networking, and hardware.
Collaborate with internal teams and external vendors to drive resolutions and implement permanent fixes for recurring issues.
Maintain up-to-date case documentation and create knowledge base articles to improve support processes and customer experience.
Provide mentoring and guidance to junior team members and contribute to a culture of continuous improvement.

📝 Enhancement Note: This role requires strong technical problem-solving skills, excellent communication, and the ability to work independently and in a team environment. Familiarity with construction project management processes and relevant applications such as Primavera, Autodesk, or ESRI is a plus.

💻 Primary Responsibilities

Technical Customer Support:
- Field support calls, chat, email, and other communications from users with inquiries regarding hosted software, connectivity, printing, and similar concerns.
- Work with customers to reproduce, investigate, and resolve challenges with computer software and hardware.
- Guide customers through diagnostic and troubleshooting processes using diagnostic tools, software, and verbal instructions.
- Identify and troubleshoot application alerts presented from the company monitoring software.
- Handle escalated cases and internal escalations from tier 1 support reps.
- Collaborate with internal staff and external vendors to research and drive resolutions to customer challenges.
- Identify reoccurring case generation issues and work with internal and external teams to implement permanent fixes.
Documentation:
- Create knowledge base articles to record and document technical processes and troubleshooting guidelines for fixes to common customer challenges.
- Maintain up-to-date case documentation of all actions taken for and with customers, including customer communications within the relevant case file.
- Demonstrate excellent verbal and written communication skills with customers and internal team members.
Professional Development:
- Effectively complete training within the required timeframe.
- Maintain current knowledge of technological innovations and trends.
Process:
- Follow Change Management processes to implement configuration changes.
- Follow Problem Management processes to troubleshoot and resolve recurring issues.
- Participate in the on-call rotation to ensure 24x7 support of IT operations.
Mentoring:
- Act as a mentor to more junior staff within the support team, providing guidance, training, and knowledge sharing.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 3-5 years of experience in IT customer support, with a strong focus on applications.

Required Skills:

Proven experience in IT customer support, with a strong focus on applications.
Experience with Windows Operating Systems, including Server 2016 & 2019.
Intermediate to advanced troubleshooting knowledge of application infrastructure.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Attention to detail and commitment to quality.
Ability to handle escalated issues, troubleshoot error messages, and implement fixes.
Ability to explain technical issues to technical and non-technical employees and customers.

Preferred Skills:

Experience with construction project management processes and procedures.
Familiarity with applications such as Primavera, Autodesk, ESRI, or equivalent tools.
Knowledge of networking and hardware installation and configuration.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $50,000 - $60,000 per year (USD)

Benefits:

Health, Dental, Vision, Life, and Disability insurance
401k with a match
Entrepreneurial culture with empowered employees and open leadership
Collaborative and engaging work environment
World-class benefits package

Working Hours: 40 hours per week, with an on-call rotation of at least 6 weekends and up to 2 holidays per year.

🎯 Team & Company Context

Company Culture:

LoadSpring Solutions is an Equal Opportunity/Affirmative Action employer, committed to preventing fraudulent activity and ensuring the safety of job applicants.
The company offers a high-energy, fun working environment with a passionate team focused on cloud, technology, and top-notch customer service.
LoadSpring Solutions provides workplace flexibility, commitment to health and wellness, and varied professional growth opportunities.

Team Structure:

The Technical Support team is responsible for providing excellent customer support and troubleshooting for business applications, networking, and hardware.
The team works closely with internal staff and external vendors to research and drive resolutions to customer challenges.
The team follows Change Management and Problem Management processes to implement configuration changes and troubleshoot recurring issues.

Development Methodology:

The Technical Support team follows Agile methodologies, with a focus on continuous improvement and driving resolutions to customer challenges.
The team works closely with internal staff and external vendors to implement permanent fixes for recurring issues.

Company Website: LoadSpring Solutions

📝 Enhancement Note: LoadSpring Solutions is expanding beyond hosting into the world of predictive transformation, offering a unique working environment where teams blend varying perspectives, experiences, and technologies to solve complex problems.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Remote (Pacific Time Zone working hours)

Office Location(s): N/A (Fully remote)

Workspace Context:

The Technical Support Specialist role is fully remote, with a focus on providing excellent customer support and troubleshooting for business applications, networking, and hardware.
The role requires strong communication skills, the ability to work independently, and attention to detail.
The team works closely with internal staff and external vendors to research and drive resolutions to customer challenges.

Work Schedule: Monday-Friday within Pacific Time Zone hours, with an on-call rotation of at least 6 weekends and up to 2 holidays per year.

📝 Enhancement Note: This fully remote position offers the flexibility to work from anywhere within the Pacific Time Zone, with an on-call rotation to ensure 24x7 support of IT operations.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your experience and qualifications for the role.
Technical Assessment: A hands-on assessment to evaluate your troubleshooting and problem-solving skills, as well as your ability to explain technical concepts to non-technical users.
Final Interview: A conversation with the hiring manager or a panel of team members to discuss your fit for the role and the company culture.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation:

Brush up on your troubleshooting skills and be prepared to explain technical concepts to non-technical users.
Familiarize yourself with the company's products and services, as well as their commitment to customer support and satisfaction.
Prepare questions to ask the interviewer about the company, the team, and the role to demonstrate your interest and engagement.

ATS Keywords:

Technical Support
Troubleshooting
Customer Service
Documentation
Communication
Analytical Skills
Problem-Solving
Windows Operating Systems
Hardware Installation
Software Configuration
Mentoring
Continuous Improvement
Change Management
Problem Management
Networking
Construction Project Management

📝 Enhancement Note: When preparing for the interview, focus on your troubleshooting skills, experience with relevant applications, and ability to communicate effectively with customers and team members. Research the company's products and services, as well as their commitment to customer support and satisfaction.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

Customer-centric approach, focusing on providing excellent support and resolving customer challenges efficiently and effectively.
Strong communication and interpersonal skills, with the ability to work independently and as part of a team.
Attention to detail and commitment to quality, with a focus on maintaining up-to-date case documentation and creating knowledge base articles.
Continuous learning and improvement, with a commitment to staying current with technological innovations and trends.

Collaboration Style:

The Technical Support team works closely with internal staff and external vendors to research and drive resolutions to customer challenges.
The team follows Change Management and Problem Management processes to implement configuration changes and troubleshoot recurring issues.
The team maintains a culture of continuous improvement, with a focus on identifying and implementing permanent fixes for recurring issues.

📝 Enhancement Note: LoadSpring Solutions offers a high-energy, fun working environment with a passionate team focused on cloud, technology, and top-notch customer service. The company provides workplace flexibility, commitment to health and wellness, and varied professional growth opportunities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting and resolving complex customer challenges with business applications, networking, and hardware.
Identifying and implementing permanent fixes for recurring issues.
Maintaining up-to-date case documentation and creating knowledge base articles to improve support processes and customer experience.

Learning & Development Opportunities:

Continuous learning and improvement, with a commitment to staying current with technological innovations and trends.
Mentoring and knowledge sharing with junior team members.
Collaborating with internal staff and external vendors to research and drive resolutions to customer challenges.

📝 Enhancement Note: This role offers the opportunity to gain experience in technical support, troubleshooting, and customer service, as well as the chance to work with a diverse range of customers and technologies. The role also provides the potential for mentoring and knowledge sharing with junior team members, as well as the chance to contribute to a culture of continuous improvement.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your experience with troubleshooting and problem-solving, as well as your ability to explain technical concepts to non-technical users.
Customer Service: Demonstrate your commitment to customer support and satisfaction, as well as your ability to work effectively with customers and team members.
Technical Support Tools: Familiarize yourself with the company's technical support tools and be prepared to discuss your experience with similar tools in the past.

Company & Culture Questions:

Company Products & Services: Research the company's products and services, as well as their commitment to customer support and satisfaction.
Team Dynamics: Ask questions about the team's structure, collaboration, and communication to demonstrate your interest in the role and the company culture.
Growth Opportunities: Inquire about opportunities for professional development, mentoring, and career advancement within the company.

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: When preparing for the interview, focus on your troubleshooting skills, experience with relevant applications, and ability to communicate effectively with customers and team members. Research the company's products and services, as well as their commitment to customer support and satisfaction. Be prepared to discuss your experience with technical support tools and your commitment to customer service and satisfaction.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the application link provided.
Review and update your resume, highlighting your experience with IT customer support, troubleshooting, and customer service.
Prepare for the phone/video screen and technical assessment by brushing up on your troubleshooting skills and familiarizing yourself with the company's products and services.
Research the company, the team, and the role to demonstrate your interest and engagement in the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist