Hireframe

Technical Support Specialist

Work from home

Remote role where the employee must remain based in a particular country.

Philippines only

From the employer's advert: Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines.

Employer listed it 4 weeks ago · Added 4 weeks ago

Been open since 4 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Philippines only

Timezone

APAC

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines.
Contract: Permanent remote work flexibility
Experience asked for: Not mentioned in the advert
Pay: Not mentioned in the advert

Remote flexibility

Work from home

This is a remote role, but the employee must be based in Philippines. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Philippines, Remote"
Job description states: "located in the United States"

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a requirement

“Must have prior US-hours experience.”

Written as a nice-to-have

“HVAC experience is last on the nice-to-have list.”

Questions worth asking: Nomaders interpretation

No pay is stated. Ask for the salary range before investing time in interviews.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.

What you'll own:

Troubleshoot known product issues with customers using company's procedures and diagnostic tools.

Ask effective diagnostic questions, document findings, and determine the appropriate next step.

Own assigned cases through resolution, including timely customer updates and follow-up.

Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.

Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.

Maintain accurate case records in Zendesk, Jira, and other support systems.

Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.

Work closely with Customer Experience, Field, and Engineering as support processes evolve

Requirements

3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.

Must have prior US-hours experience.

Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.

Comfortable talking to both non-technical end users and engineers or field techs.

Individual contributor, not a team lead, but brings enough seniority.

Spanish/English bilingual is strongly preferred.

Nice to have:

HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Benefits

Hireframe 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:

Permanent remote work flexibility

Paid Time Off

Requirements

·3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
·Must have prior US-hours experience.
·Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
·Comfortable talking to both non-technical end users and engineers or field techs.
·Individual contributor, not a team lead, but brings enough seniority.

Benefits

·Hireframe 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:
·Permanent remote work flexibility
·Annual performance bonuses
·Dedicated coaches offer an extra channel of support and skill-building
·Opportunities for professional growth

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Hireframe, mentioning your remote working experience and working hours (APAC).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 27d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.