Technical Support Specialist

About the Role

Dreamscape Learn is building immersive virtual reality learning experiences and is looking for a Technical Support Specialist to be the main contact for customer support across its platform and services. In this role, you will manage incoming support needs, deliver responsive and high-quality service, investigate technical problems, route complex cases to the right teams, and keep communication clear with both customers and internal stakeholders.

You will collaborate closely with colleagues in Support, Engineering, Product, Operations, Customer Success, and external partners to diagnose issues, coordinate fixes, and help maintain a smooth customer experience. The position also involves travel to customer sites for commissioning work, system checks, and readiness activities before go-live.

This role covers a mix of software, hardware, networking, VR, and operational systems that support Dreamscape Learn’s immersive educational environments.

Success in this position depends on curiosity, customer empathy, strong organization, and a willingness to keep learning. The company places more value on problem-solving, communication, and the ability to grow technical depth than on prior exposure to every system listed.

Responsibilities

• Manage incoming support cases by reviewing, prioritizing, troubleshooting, communicating with customers, escalating when needed, and resolving issues across software, hardware, networking, and operations.
• Investigate technical problems, identify likely causes, and apply approved fixes where appropriate.
• Route complicated issues to senior specialists or other teams when the situation requires it.
• Keep customers informed with professional, timely, and easy-to-understand status updates.
• Write and maintain knowledge base content, troubleshooting references, and support process documentation.
• Record troubleshooting actions, outcomes, and customer interactions in support tools.
• Support on-site commissioning work, including system validation, hardware checks, software setup, and connectivity testing.
• Carry out initial setup and validation of servers, workstations, and related systems before deployment.
• Spot recurring issues and share findings with the support organization to improve service quality and efficiency.
• Take part in process improvement efforts and continuous learning to build deeper technical support capability.

Requirements

• 1 to 3 years of experience in technical support, customer support, IT support, help desk, or a similar customer-facing technical role.
• Proven ability to troubleshoot technical issues and solve problems effectively.
• Strong spoken and written communication skills.
• Ability to translate technical information into clear guidance for both technical and non-technical audiences.
• Strong customer service mindset with a professional, positive approach.
• Solid organization skills and the ability to juggle multiple priorities.
• Good time management and a detail-oriented work style.
• Hands-on experience with Windows operating systems and common desktop software.
• Working knowledge of networking basics such as DHCP, DNS, subnetting, and connectivity troubleshooting.
• Comfort using ticketing tools, help desk platforms, or customer support systems.
• Ability to work with logs, diagnostics, documentation, and related troubleshooting resources.
• Capable of working independently while also contributing effectively in a team setting.
• Open to learning new technologies and adapting to evolving business needs.

Preferred Qualifications

• Background in customer service or technical support within education, entertainment, technology, gaming, immersive tech, or virtual reality.
• Experience with remote support tools and SaaS applications.
• Exposure to scripting or automation tools such as Python, XML, batch files, PowerShell, or command-line utilities.
• Familiarity with entertainment and AV systems such as DMX, Dante, or similar technologies.
• Experience producing or maintaining technical documentation, knowledge base content, or support procedures.
• Interest in site deployment, commissioning, and system validation workflows.

Benefits

• Annual salary of $70,356.
• Employee Stock Option Plan (ESOP).
• Full medical, dental, and vision coverage.
• Employee Assistance Program.
• Unlimited paid time off.
• Perks at work.

Equal Opportunity

Dreamscape Learn is committed to building an inclusive and diverse workplace and encourages applications from all qualified candidates.