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Tech Support Specialist | Platform Science | $27-$30 | Remote (USA)

November 11, 2025

Who We Are At Platform Science, we’re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe. Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team. About The Role Platform Science is looking for a qualifiedTech Support Specialist to join our Customer Success team here in San Diego, CA and assist our customers with technical issues associated with our products and services. Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics. Research and identify solutions to software and hardware issues using tools provided. **The shift will be: Friday – Tuesday 12:00pm – 9:00pm PST** Essential Responsibilities <ul class="wp-block-list"> <li>Diagnose and troubleshoot technical issues, including heavy android application support</li> <li>Track calls to resolution, within agreed time limits</li> <li>Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue</li> <li>Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)</li> <li>Provide prompt and accurate feedback to customers and log cases in Salesforce</li> <li>Document technical knowledge in the form of Knowledge Base articles within Salesforce</li> <li>Maintain courteous and professional relationships with clients</li> <li>Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)</li> <li>Update our internal databases with information about technical issues and useful discussions with customers</li> <li>Share feature requests and effective workarounds with team members</li> <li>Gather customer feedback and document using company tools</li> </ul> Experience <ul class="wp-block-list"> <li>Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience</li> <li>Good understanding of computer systems, mobile devices and other tech products</li> <li>Ability to diagnose and troubleshoot basic technical issues</li> <li>Familiarity with remote desktop applications and help desk software (eg. Salesforce)</li> <li>Ability to provide step-by-step technical help, both written and verbal</li> <li>Experience using help desk software and remote support tools</li> <li>Excellent communication and problem-solving skills</li> <li>Ability to work well under pressure</li> <li>Flexibility to potentially work shift hours</li> </ul> Platform Science Benefits Highlights The company offers various benefits to regular, full-time employees including: <ul class="wp-block-list"> <li>Medical, dental, and vision insurance</li> <li>Short-term and long-term disability insurances</li> <li>AD&D and life insurance</li> <li>401k plan</li> <li>Paid vacation, sick leave and holidays</li> <li>Six weeks of paid parental leave</li> </ul> For more information please see the <a target="_blank" rel="noreferrer noopener nofollow" href="https://global-uploads.webflow.com/60242ee565b2be8b567a2237/63a0a47adfc572d99e40d2b0_2023%20Benefits%20Guide.pdf">Benefits Highlights</a> brochure for regular, full-time employees. In addition, you can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: <a target="_blank" rel="noreferrer noopener nofollow" href="https://www.platformscience.com/benefit">https://www.platformscience.com/benefits</a> This is a non-exempt role. Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $26.64 and $30.00 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Platform Science collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as to be in legal compliance. You can review further details of such collection and use in our <a target="_blank" rel="noreferrer noopener nofollow" href="https://www.platformscience.com/privacy-notice">Privacy Policy</a> (link for browser: <a target="_blank" rel="noreferrer noopener nofollow" href="https://www.platformscience.com/privacy-notice">https://www.platformscience.com/privacy-notice</a>). At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...