{"id":1556616,"url":"https://alion.io/job/hireframe-technical-support-specialist","title":"Technical Support Specialist","company":{"id":6216,"name":"Hireframe","domain":"hireframe.com","url":"https://alion.io/company/hireframe","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":84,"open_postings":40,"ghost_share":0,"stale_share":0.625,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US","MX","PH"],"hiring_countries_total":3,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T16:52:52Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We are hiring a Technical Support Specialist to join our growing Customer Experience team. This role reports directly to the VP of Customer Experience and establishes a dedicated first line of support.\nYou will own the support queue, ensure customer concerns are triaged in accordance with our Service Level Agreements, and act as the operational backbone of the customer support function.\nThis is a hands-on, process driven role focused on troubleshooting workflow and configuration issues, reproducing bugs, gathering context, and documenting findings before escalating to Customer Success, Product, or Engineering.\nThis role is ideal for someone who is process oriented, technically curious, and motivated to build something foundational within a growing company.\nYou must be available during Eastern business hours.\nWhat you'll own:\nSupport Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA.\nWorkflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the Galley platform, ensuring customers are using the system correctly and efficiently.\nBug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering.\nCustomer Guidance: Communicate clearly with users, translating system behavior into practical next steps.\nDocumentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows.\nCross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight.\nRequirements\nBA or BS degree or equivalent practical experience.\n1 to 2 years of experience in customer support, hospitality operations, or a customer facing role. Early career candidates with strong problem solving ability are encouraged to apply.\nStrong written communication skills with attention to clarity and detail.\nProcess oriented mindset with the ability to follow and improve structured workflows.\nTechnical curiosity and comfort navigating software platforms.\nAbility to troubleshoot independently before escalating.\nHigh ownership mentality and responsiveness during business hours.\nComfort working within HubSpot, Slack, Zoom, and related collaboration tools.\nNice to have:\nHospitality or foodservice operations experience.\nExperience supporting SaaS platforms or software products.\nFamiliarity with documenting bugs or recording videos for issue reporting.\nInterest in process improvement or operational excellence within a growing startup.\nStartup or high growth SaaS experience.\nBenefits\nHireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:\n Permanent remote work flexibility\n Paid Time Off\n Health Maintenance Organization (HMO) coverage\n Annual performance bonuses\n Dedicated coaches offer an extra channel of support and skill-building\n Opportunities for professional growth\n At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.\nLearn More\nStay updated on open roles and industry insights.\nFollow us on:\n Instagram \n Facebook \n LinkedIn \n YouTube\n Visit our website: www.hireframe.com\n Tune in to our What Worked podcast\n\nCheck out What Worked podcast, hosted by our founders, Mike and Tyler, featuring conversations with business executives and founders-including some of our clients.","description_format":"text","description_chars":3787,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Recruiting & Staffing","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-01T02:11:39Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":26,"reasons":["conf:3","stale_co","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hireframe-technical-support-specialist","json_url":"https://alion.io/job/hireframe-technical-support-specialist.json","meta":{"generated_at":"2026-10-02T01:39:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2104,"day_limit":5000,"remaining_today":2896,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}