IT Support Specialist

Summary

Description

Purpose of Role:

The IT Support Specialist serves as a key member of the Platform Operations team, providing Tier 2 technical support and troubleshooting for Equiti's interpreting and telehealth platforms. This role ensures the reliability, stability, and performance of customer environments by diagnosing complex issues related to connectivity, APIs, and integrations.

The individual in this role will act as the bridge between customers, internal technical teams, and engineering — analyzing logs, reproducing issues, and identifying patterns to drive resolution. They bring strong technical acumen, a calm and confident customer presence, and the curiosity to dig into root causes to ensure seamless service delivery.

Essential Responsibilities: 

• Serve as a Tier 2 escalation point for customer and internal support tickets related to platform configuration, platform connectivity, API, or network issues.

• Diagnose and resolve complex technical problems by reviewing error logs, analyzing system data, and identifying patterns across incidents.

• Collaborate directly with customers and their IT teams to identify and resolve firewall, proxy, or routing issues impacting service performance.

• Use observability and monitoring tools such as New Relic to identify anomalies, performance degradation, or recurring error patterns.

• Use Postman and related tools to test and validate API endpoints, payloads, and integration workflows.

• Partner with Product, Engineering, and Customer Success to triage and document reproducible platform defects or configuration issues.

• Manage multiple open tickets simultaneously in a structured, SLA-driven environment using Salesforce or other case management systems.

• Maintain clear, professional, and customer-friendly communication throughout all interactions.

• Contributes to the creation and improvement of troubleshooting guides, SOPs, and internal knowledge base articles.

• Support data collection and reporting in Excel and other analytic tools to track issue trends and root causes.

• Participate in ongoing efforts to improve uptime, performance, and the customer support experience across the platform.

Knowledge, Skills and Abilities:

• Strong technical troubleshooting and problem-solving skills, with the ability to connect symptoms to root causes across systems.

• Working basic knowledge of network diagnostics (firewalls, routing, DNS, packet inspection, PCAPs, browser dev tools, etc.).

• Familiarity with API structures (REST/JSON), Postman, and New Relic or similar monitoring tools.

• Proficiency in Microsoft Excel for analysis, reporting, and trend tracking.

• Ability to interpret error logs, recognize recurring issues, and articulate findings clearly to both technical and non-technical stakeholders.

• Excellent verbal and written communication skills with a calm, confident, and empathetic customer demeanor.

• Ability to manage multiple concurrent priorities and deadlines in a fast-paced environment.

• Self-motivated with a strong sense of ownership and accountability for issue resolution.

• Experience collaborating cross-functionally with IT, Engineering, and Product teams.

Relevant Working Conditions/Physical Demands:

• Remote or hybrid work environment requiring reliable internet connectivity.

• Extended periods of computer use and screen time.

• Occasional off-hours or on-call participation during major incident escalations or customer-impacting events.

• May require coordination across multiple time zones and virtual communication tools (Teams, Slack, Zoom).

Equiti is an Equal Opportunity Employer Committed to creating a diverse and inclusive company culture.  We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.