Technical Support Specialist

Our client is seeking a Technical Support Specialist in California to join their growing product support team. This role supports a SaaS platform integrated with IoT-enabled laundromat payment and management systems, requiring strong troubleshooting, networking knowledge, and customer-facing skills. Candidates must be comfortable working on a 1099 or C2C basis during the contractual portion of this assignment. Contract-to-Hire Technical Support Specialist (Remote – California Only) Schedule: 100% Remote | Sunday–Thursday or Tuesday–Saturday | Supporting 7 a.m.–7 p.m. CST coverage Citizenship: US Citizens or Green Card Holders only Travel: ~10% to client sites Key Responsibilities Provide Tier 1–2 customer-facing support for a SaaS product (not internal IT helpdesk). Troubleshoot device connectivity issues, Wi-Fi interference, gateways, antenna integrations, and onsite hardware concerns. Use incident management systems following ITIL best practices to log, track, and resolve issues. Support browser/software issues related to the platform. Work comfortably in a high-volume, call center–style support environment. Partner with customers, field technicians, and internal engineering teams to drive resolution. Required Experience 1–3 years of SaaS product support experience (NOT traditional Microsoft/IT helpdesk). Must be located in California Strong networking fundamentals and hands-on experience with gateways, antennas, and device connectivity. Exposure to IoT ecosystems (e.g., Zigbee, Balena, sensors, cloud-connected devices, etc.). Experience supporting external customers in a product or application support environment. Familiarity with incident management platforms and structured support processes. Nice to Have Background supporting hardware + software integrated systems. Understanding of RF interference, Wi-Fi optimization, or field equipment troubleshooting. Show more Show less