Technical Support Agent – Level 1

About the role

We are looking for a dedicated Level-1 Technical Support Agent to join Influx’s global support team. You will provide advanced technical assistance, investigate complex system behavior, and help maintain high customer satisfaction for our international clients.

Key responsibilities

• Handle front-line account issues such as SSO login problems, user creation, activation and password resets.
• Monitor system health dashboards, review logs and parse JSON alert payloads to differentiate real incidents from noise.
• Perform initial triage on camera outages, VPN connectivity, firewall settings and browser permissions.
• Document clear handoff notes and escalate complex cases to L2 engineers and regional teams.
• Follow runbooks and operate strictly within read-only SOPs.

Required profile

• Degree, diploma or proven project experience in IT, Computer Science, System Administration or a related field.
• Demonstrated ability to read system logs and parse JSON alerts.
• Excellent written and spoken English with the capacity to produce concise technical summaries.
• Strong attention to detail and ability to work a 24/7 staggered schedule (44 hours/week) with weekend and holiday coverage.

Required skills

• Log analysis and JSON alert parsing.
• Experience with Single Sign-On (SSO) systems.
• Familiarity with ticketing platforms such as Zendesk.
• Use of monitoring dashboards.
• Python programming (nice-to-have).

What we offer

• Fully remote work-from-home arrangement.
• Supportive, high-performance international team.
• Opportunities to work with demanding global clients.
• Comprehensive training and career development.