Head of Technical Support & Systems Specialist (SA)

Salary: Starting at $1,500/month. Commensurate with experience. (Full Time)

Schedule: Must be able to work partially during EST hours

Job Type: Full-time, Long-term

KPhone is seeking a highly technical, resourceful, and forward-thinking individual to join our team as a Technical Support & Systems Specialist. This role is ideal for someone who lives and breathes tech, enjoys solving complex issues, and is passionate about leveraging modern tools—especially AI—to improve workflows and performance.

You won’t just be answering support tickets—you’ll be building smarter systems, proactively identifying problems before they happen, and helping shape the future of tech support at KPhone.

🔧 Key Responsibilities

• Diagnose and troubleshoot user issues across devices, apps, and networks
• Use proxies and other tools to analyze network traffic and identify root causes
• Manage and respond to support tickets in Freshdesk, ensuring fast, complete resolutions
• Implement automations via Zapier and other low/no-code tools
• Collaborate with the team to proactively spot and fix recurring issues
• Stay up-to-date with the latest AI tools and explore ways to implement them for support and ops
• Support MDM (Mobile Device Management) setup and maintenance (big plus)
• Contribute to internal documentation, systems improvements, and long-term support strategy

🧠 You’re a Great Fit If You…

• Are extremely tech-savvy and love solving problems
• Understand the basics of coding (not a developer, but can read and debug)
• Have experience with MDM solutions (or are eager to learn)
• Know your way around Zapier, Freshdesk, and other support tools
• Are curious and proactive—you don’t wait for problems to escalate
• Are excited by emerging AI tools and how they can make work better
• Can work full-time and cover at least part of U.S. Eastern Time (EST)

💼 What We Offer

• Starting salary of $1,500/month
• Full-time, remote position
• A long-term role with room for growth
• An opportunity to work on exciting challenges and be a core part of our technical team
• A fast-paced, mission-driven work environment where your contributions matter