Technical Support Specialist

Dreamscape Learn, a pioneer in immersive virtual reality learning experiences, is seeking a Technical Support Specialist to serve as a primary point of contact for customer support across the Dreamscape Learn ecosystem. This role is responsible for handling support requests, providing exceptional customer service, troubleshooting technical issues, escalating issues when appropriate, and maintaining clear communication with customers and internal teams.

The Technical Support Specialist will work closely with other support team members, Engineering, Product, Operations, Customer Success, and external partners to help investigate issues, implement solutions, and support a positive customer experience. This position also includes travel to customer locations for site commissioning, system validation, and operational readiness activities.

This role supports a combination of software, hardware, networking, VR, and operational systems that power Dreamscape Learn's immersive educational experiences.

Success in this role comes from being curious, customer-focused, organized, and eager to learn. We value problem-solving ability, communication skills, and a willingness to develop technical expertise over experience with every technology listed above.

Roles & Responsibilities

• Handle customer support requests, including ticket triage, prioritization, troubleshooting, customer communication, escalation, and resolution of issues involving software, hardware, networking, and operational systems.
• Assist in troubleshooting and diagnosing technical issues and implement approved solutions when appropriate.
• Escalate complex issues to senior team members or other departments as needed.
• Maintain clear, timely, and professional communication with customers regarding support requests and issue status.
• Create and update knowledge base articles, troubleshooting guides, and support documentation.
• Document troubleshooting steps, resolutions, and customer interactions within support systems.
• Assist with customer site commissioning activities, including system validation, hardware verification, software configuration, and connectivity testing.
• Perform initial configuration and validation of servers, workstations, and supporting systems prior to deployment.
• Identify recurring issues and share observations with the support team to help improve customer experience and operational efficiency.
• Participate in process improvement initiatives and ongoing training opportunities to expand technical knowledge and support capabilities.

Requirements

• 1-3 years of experience in technical support, customer support, IT support, help desk, or a related customer-facing technical role.

• Demonstrated technical troubleshooting and problem-solving skills.

• Strong verbal and written communication skills.

• Ability to explain technical concepts and instructions to both technical and non-technical users.

• Strong customer service skills with a professional and positive attitude.

• Good organizational skills and the ability to manage multiple tasks and priorities.

• Effective time management skills and attention to detail.

• Experience using Windows operating systems and common desktop applications.

• Basic understanding of networking concepts, including DHCP, DNS, subnetting, and general connectivity troubleshooting.

• Familiarity with ticketing systems, help desk platforms, or customer support software.

• Ability to use logs, diagnostic tools, documentation, and other resources to assist with troubleshooting.

• Ability to work independently as well as collaboratively within a team environment.

• Willingness to learn new technologies and adapt to changing business needs.

Preferred Qualifications

• Experience providing customer service or technical support in an education, entertainment, technology, gaming, immersive technology, or virtual reality environment.

• Familiarity with remote support tools and SaaS-based applications.

• Exposure to scripting or automation technologies such as Python, XML, batch files, PowerShell, or command-line tools.

• Familiarity with entertainment and AV technologies such as DMX, Dante, or similar technologies.

• Experience creating or maintaining technical documentation, knowledge base articles, or support procedures.

• Interest in learning site deployment, commissioning, and system validation processes.

Benefits

• Salary: $70,356.00 per annum
• Employee Stock Option Plan (ESOP)
• Comprehensive Medical, Dental, & Vision Plans
• Employee Assistance Program
• Unlimited PTO
• Perks at work

Dreamscape Learn is firmly committed to cultivating an inclusive and diverse workplace, and as an equal opportunity employer, we encourage applications from all eligible candidates.