Technical Support Specialist

PART-TIME TECHNICAL SUPPORT SPECIALIST (TIER 1 / TIER 2 HYBRID):

Location: St. Louis Metro Area (Hybrid / Local Preferred)

Employment Type: Part-Time (~20 Hours per Week) -

Participate in a rotating after-hours and on-call support schedule as required to support customer needs.

Compensation: $30 per Hour

SUMMARY OF JOB:

The Part-Time Technical Support Specialist (Tier 1 / Tier 2 Hybrid) serves as a front-line and escalation support resource for Zirrus One customers, providing high-quality technical assistance across Wi-Fi, connectivity, and security services. This role is responsible for resolving common customer issues while also handling more complex technical cases that require deeper diagnostics, configuration, and coordination with internal teams.

This position blends strong customer service skills with hands-on technical troubleshooting and is ideal for an experienced support professional seeking flexible, part-time work with meaningful responsibility. 

This is a part-time position with the opportunity to transition into a full-time role in the near future for the right candidate, based on performance, business needs, and overall fit within the Zirrus One team.

TIER 1 SUPPORT RESPONSIBILITIES:

• Serve as the primary point of contact for customers via phone, ticketing system, chat, or email.
• Troubleshoot common Wi-Fi and connectivity issues, including slow speeds, dropped connections, router setup, device pairing, SSID/password configuration, and basic performance optimization.
• Assist customers with initial setup and basic troubleshooting of home and small-business security devices, including cameras, doorbells, sensors, and monitoring applications.
• Walk customers through step-by-step solutions in a clear, professional, and customer-friendly manner.
• Perform basic diagnostics using internal tools to identify signal strength issues, outages, or service interruptions.
• Accurately document all customer interactions, troubleshooting steps, and resolutions.

TIER 2 SUPPORT RESPONSIBILITIES:

• Manage escalated support cases requiring advanced troubleshooting or deeper technical analysis.
• Diagnose and resolve complex Wi-Fi issues such as interference, mesh network performance, access point placement, firmware updates, and bandwidth utilization.
• Provide advanced support for security platforms, including cloud connectivity, authentication issues, device provisioning, and application integrations.
• Analyze logs, diagnostic dashboards, and device metrics to identify root causes.
• Perform device resets, reconfigurations, provisioning, and security updates as required.
• Coordinate with field technicians or internal engineering teams when on-site or backend intervention is required.
• Identify recurring issues and contribute to internal documentation and knowledge-base improvements.

OPERATIONAL EXPECTATIONS:

• Escalate issues appropriately while maintaining ownership and follow-through.
• Maintain service-level expectations and high customer satisfaction.
• Communicate trends, risks, and improvement opportunities to internal stakeholders.
• Support onboarding and migrations for new Wi-Fi or security solutions as needed.

PREFERRED QUALIFICATIONS:

• 2–4 years of experience in technical support, IT helpdesk, ISP support, MSP, or networking-related roles.
• Solid understanding of Wi-Fi technologies, including routers, access points, mesh systems, SSIDs, and WPA2/WPA3 security.
• Working knowledge of networking fundamentals: TCP/IP, LAN/WAN, DHCP, NAT, and basic firewall concepts.
• Experience supporting consumer or SMB security systems such as cameras, sensors, hubs, and mobile applications.
• Ability to troubleshoot both mobile and desktop application issues.
• Coursework, degree, or formal training in Cybersecurity, Computer Science, Information Technology, Network Engineering, or a related technical discipline is preferred, or equivalent practical experience.

SKILLS:

• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Strong customer service mindset and professional demeanor.
• Ability to work independently in a part-time, flexible environment.
• Strong problem-solving skills and attention to detail.
• Ability to prioritize multiple tasks and manage escalations effectively.

DAY 1 EXPECTATIONS:

• Become familiar with Zirrus One support tools, ticketing systems, and troubleshooting workflows.
• Begin handling Tier 1 customer support requests with guidance from senior team members.
• Shadow escalated Tier 2 cases to understand advanced diagnostics and resolution processes.
• Review internal documentation related to Wi-Fi, networking, and security support procedures.

WHAT WE OFFER:

• Competitive hourly compensation.
• Flexible part-time schedule (~20 hours per week).
• Exposure to real-world networking and security environments.
• Opportunity to expand responsibilities and technical depth over time.
• Collaborative and supportive work environment.

HOW TO APPLY:

Interested candidates should submit their resume and a brief cover letter outlining relevant experience to:

Please include the position title
"Part-Time Technical Support Specialist (Tier 1 / Tier 2 Hybrid)"

in the subject line of your email.