Technical Support Representative L3 (Emergency Response Program) – Independent Contractor (Wfh)

Employment Type: Independent Contractor / Freelance
Schedule: On-Call, Project-Based
Equipment Requirement: Must provide own computer equipment and stable internet connection

About Helpware

Helpware is a technology-driven company that provides Customer Experience and Operational Support for modern businesses worldwide. We leverage empowered teams, innovative solutions, and technology to deliver exceptional service to our clients across multiple industries.

About the Opportunity

Helpware is building a talent pool of Tier 3 Technical Support Representatives to support a specialized emergency response program. This role is designed for highly experienced technical professionals who will serve as the highest level of support before engineering intervention.

Tier 3 Support Representatives are responsible for investigating the most complex technical issues, identifying root causes, driving issue resolution, and collaborating directly with engineering, product, infrastructure, and client stakeholders during emergency response operations.

This is not a traditional full-time position. Team members will be engaged on a project basis and activated when support operations are required. Projects may last from several weeks to several months depending on the duration and scope of emergency response efforts.

Key Responsibilities

• Act as the final escalation point for unresolved technical issues from Tier 1 and Tier 2 support teams
• Perform advanced troubleshooting, root cause analysis, and technical investigations
• Analyze application logs, system events, databases, APIs, and infrastructure-related issues
• Identify recurring technical problems and recommend long-term solutions
• Collaborate with Engineering, Product, Infrastructure, and Client teams to resolve critical incidents
• Participate in incident management and major outage response activities
• Create detailed documentation for technical findings, known issues, and resolutions
• Develop and maintain troubleshooting guides and knowledge base articles
• Provide technical leadership and mentorship to Tier 1 and Tier 2 support teams
• Monitor issue trends and recommend process improvements
• Ensure timely resolution of high-priority customer-impacting incidents
• Support emergency response operations during high-volume and mission-critical events

Qualifications

Required

• Minimum 4 years of technical support experience
• At least 2 years of advanced technical support, Tier 3 support, systems support, application support, infrastructure support, or equivalent experience
• Experience handling critical incidents and complex escalations
• Strong troubleshooting and analytical skills
• Experience working directly with Engineering, Product, or Development teams
• Excellent written and verbal English communication skills
• Ability to work independently with minimal supervision
• Willingness to work on an on-call and project-based arrangement
• Ability to begin work on short notice when activated

Preferred

• Experience supporting SaaS platforms, enterprise applications, cloud environments, or large-scale customer operations
• Experience in insurance, disaster recovery, restoration services, utilities, environmental services, emergency response, or related industries
• Experience supporting incident management and problem management processes
• Familiarity with monitoring tools, logging platforms, and performance analysis tools

Technical Skills

• Advanced troubleshooting and root cause analysis
• SQL and database querying experience
• Log analysis and diagnostic investigation
• API troubleshooting and integration support
• Experience with CRM and ticket management platforms
• Knowledge of networking concepts and system architecture
• Familiarity with cloud-based applications and environments
• Strong technical documentation skills
• Ability to translate complex technical issues into business-friendly explanations

Technical Requirements

• Personal desktop or laptop suitable for remote work
• Reliable high-speed internet connection
• Noise-free workspace
• Backup internet solution preferred

Work Arrangement

• Remote work setup
• Independent Contractor / Freelance engagement
• On-call deployment based on client requirements
• Rapid deployment may be required during emergency situations
• Project durations may range from 3 to 6 months or longer depending on operational needs
• Activation schedules may vary based on emergency response requirements

What We're Looking For

• Highly analytical problem solvers
• Technical experts who can investigate issues beyond standard troubleshooting procedures
• Professionals who remain effective under pressure
• Individuals capable of leading technical investigations and incident response efforts
• Team members who can mentor and support lower-tier support teams
• Candidates available for rapid deployment when activated

If you have extensive technical support experience, enjoy solving complex technical challenges, and thrive in high-impact environments, we encourage you to apply.

Benefits:

• Promotion to permanent employee
• Work from home

Application Question(s):

• Are you familiar with how independent contractor / freelance setup works?
• What's your previous and expected salary?

Experience:

• Tier 3 support: 3 years (Required)

Language:

• English (B2 level and above) (Required)

Work Location: Remote