About the role

Tier 1 Technical Support Analyst providing phone support and Linux troubleshooting for Envysion’s retail SaaS customers. Managing incidents, field coordination, and technical knowledge documentation.

Responsibilities

Provide first-level phone support to customers
Diagnose hardware, software, browser, and networking issues within a Linux environment
Record and maintain detailed incident logs in the ticketing system
Document issues from initial contact through resolution or escalation to Tier 2
Communicate technical solutions clearly and empathetically to non-technical users
Coordinate, monitor, and follow up on maintenance work performed by field technicians
Create and update technical documents for the internal knowledge base
Prioritize and manage multiple client issues simultaneously
Work a flexible rotating schedule that may include evenings and weekends

High School diploma/equivalent
1+ year of Technical Support/Customer Support experience
Foundational understanding of Linux command-line interface (CLI) and network configuration
Proven ability to de-escalate heated situations and guide non-technical users through logical troubleshooting steps
Ability to work independently and use critical thinking to solve unfamiliar technical hurdles
Comfortable in a fast-paced environment with a rotating schedule, including weekends/evenings
Excellent customer service skills
Technical skills and willingness to learn, be trained, and develop key technical skills
Candidates must be able to be on site 2–3 days a week