Part-Time Technical Support Specialist (Peru)

About the role

Hireframe is looking for a part-time Technical Support Specialist in Peru to join its Tier 2 support team. You will handle product issues that need deeper troubleshooting or coordination beyond frontline support, working remotely within a remote-first organisation.

Key responsibilities

• Troubleshoot known product issues with customers using company procedures and diagnostic tools, asking effective diagnostic questions and documenting findings.
• Guide customers through next steps by phone, email and SMS, and coordinate with service partners when a field visit is needed.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting done and supporting information.
• Own assigned cases through resolution, keeping customers informed and following up.
• 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.

Required profile

• 1-2+ years of customer support experience; comfortable on the phone and follows procedures well.
• A good fit for a "weekend warrior" pool.
• Spanish/English bilingual is strongly preferred; HVAC experience is listed as a nice-to-have.

Schedule options

• Option A: Saturday and Sunday, 9 am - 7 pm EST (2 days, 10 hours each).
• Option B: Thursday to Sunday, 4 pm - 9 pm EST (4 days, 5 hours each).

What we offer

• Nearshore and offshore staffing solutions, remote-first organisation.
• Permanent remote work flexibility.
• Annual performance bonuses.
• Dedicated coaches for support and skill building.
• Opportunities for professional growth.