Technical Support Specialist for IoT-Enabled Laundromat Payment and Management Systems

Our client is seeking a Technical Support Specialist in PST or MST to join their growing product support team. This role supports a SaaS platform integrated with IoT-enabled laundromat payment and management systems, requiring strong troubleshooting, networking knowledge, and customer-facing skills. Candidates must be comfortable working on a 1099 or C2C basis during the contractual portion of this assignment.

Contract-to-Hire Technical Support Specialist (Remote – PST/MST Only)

Schedule: 100% Remote | Sunday–Thursday or Tuesday–Saturday | Supporting 7 a.m.–7 p.m. CST coverage

Citizenship: US Citizens or Green Card Holders only

Travel: ~10% to client sites

Key Responsibilities

• Provide Tier 1–2 customer-facing support for a SaaS product (not internal IT helpdesk).
• Troubleshoot device connectivity issues, Wi-Fi interference, gateways, antenna integrations, and onsite hardware concerns.
• Use incident management systems following ITIL best practices to log, track, and resolve issues.
• Support browser/software issues related to the platform.
• Work comfortably in a high-volume, call center–style support environment.
• Partner with customers, field technicians, and internal engineering teams to drive resolution.

Required Experience

• 1–3 years of SaaS product support experience (NOT traditional Microsoft/IT helpdesk).
• Must be located in PST or MST
• Strong networking fundamentals and hands-on experience with gateways, antennas, and device connectivity.
• Exposure to IoT ecosystems (e.g., Zigbee, Balena, sensors, cloud-connected devices, etc.).
• Experience supporting external customers in a product or application support environment.
• Familiarity with incident management platforms and structured support processes.

Nice to Have

• Background supporting hardware + software integrated systems.
• Understanding of RF interference, Wi-Fi optimization, or field equipment troubleshooting.