Technical Support Specialist – Tier 1/2 (Second Shift)

Technical Support Specialist – Tier 1/2 (Second Shift)
Schedule: 4:00 PM – 1:00 AM Eastern
Location: Traverse City, MI (on-site)

Frontier is seeking a self-motivated technical support specialist with a strong work ethic to join our growing team on second shift. This role is central to extending our support coverage into the evening and overnight hours, when partners and end customers still count on fast, knowledgeable help. The right candidate focuses on customer experience, is detail oriented, and can troubleshoot networking issues independently. Because this shift has fewer team members online, you'll need sound judgment about when to resolve, when to escalate, and how to keep the day team fully informed. You'll also work with our sales team on pre-sales technical and design questions.

Responsibilities:

• Provide Tier 1 and Tier 2 technical support to partners and customers

• Own the support queue during your shift: monitor incoming tickets, prioritize by severity, and respond within service-level targets

• Triage critical and service-down issues, resolving them directly or escalating them appropriately

• Coordinate with Peplink support and engineering on escalated cases

• Document case status, actions taken, and next steps clearly so day-shift team members can pick up seamlessly

• Educate clients on Peplink features and benefits

• Respond professionally to support tickets to resolve issues or create a clear path forward for escalation

• Explain troubleshooting steps so clients feel heard and know their concern is being addressed

• Bring devices online and configure them using cloud management platforms (InControl2)

• Reproduce client configurations for testing and issue isolation

• Create and maintain knowledge base articles, especially for recurring after-hours issues

• Participate in a rotating on-call schedule

Requirements:

• Availability to work 4:00 PM – 1:00 AM Eastern consistently, with occasional flexibility for on-call coverage

• Ability to work on-site at our Traverse City, MI office

• Proficiency troubleshooting network and routing issues

• Ability to work independently and make sound decisions with limited real-time supervision

• Professional written and verbal communication, presentation skills, and the ability to give step-by-step direction

• A self-motivated, organized, and detail-oriented team player