Technical Support Agent (L1) at Influx

About the role:


We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.
As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.


Key Responsibilities


User & Access Operations: Handle front-line account issues, including Single Sign-On (SSO) login friction, user account creation, account activation, and password resets.
Alert Triage & Log Analysis: Monitor system health dashboards, review system log outputs, and parse JSON alert payloads to distinguish true operational incidents from system noise.
Connectivity & Environmental Checks: Perform initial triage on local camera outages, VPN connectivity issues, firewall settings, and browser permission configurations.
Incident Escalation & Handoffs: Write clear, structured handoff notes and incident observations to escalate complex issues seamlessly to L2 engineers and distributed regional teams.
Runbook Adherence: Operate with high precision strictly within predefined standard operating procedures (SOPs) and read-only guidelines.


Requirements & Qualifications


Technical Aptitude: Degree, diploma, or practical project experience in IT, Computer Science, System Administration, or a related field.
Log & Alert Parsing: Demonstrated ability to read system logs and parse JSON alert outputs.
Communication: Exceptional written and spoken English skills, with the ability to write concise technical summaries (verified via assessment).
Attention to Detail: Meticulous process discipline with the ability to triage concurrent alerts accurately without making unauthorized system changes.
Roster Flexibility: Full commitment to a 24/7 staggered 5-day work schedule (44 hours/week), including weekend shifts, public holiday coverage, and rotational days off during the week. Minimum 6-month commitment to the role.


Nice-to-Haves / Bonus Points


Python Skills: Experience reading and writing Python code.
Experience in an IT Helpdesk, Network Operations Center (NOC), or B2B SaaS support role.
Familiarity with ticketing platforms (e.g., Zendesk) and monitoring dashboards.


What we offer:


Work from home (WFH) arrangement.
A supportive, collaborative, and high-performance environment at work that supports a life outside work.
A set of international clients with high standards of excellence.
An international team.
Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.


How We Operate / Our Values:


Treat others as you would like to be treated
Do what you say you're going to do. Show, don't tell
Prioritize the listener
Focus on the facts