Skip to content
Book a demo

Hire a Technical Support Specialist.

Tickets troubleshot, bugs escalated, customers unblocked.

Also called: Technical Support Representative, Product Support Specialist, Tier 2 Support Agent

From US$4.50 an hourUS$4.50-22.50/hr

  • SaaS & tech
  • Telecommunications
  • E-commerce
Book a demoTalk now on Teams

A free 15-minute call on Teams.

  • Works your hours
  • Colombia hub, on New York time or an hour behind
  • Month to month
What your Technical Support Specialist gets doneSample day
  • Triages the Tier 2 queue by severity and customer impactTroubleshooting and resolution
  • Replays and tests customer API requests in Postman or curlAPI and integrations
  • Writes Jira or Linear bug tickets with stepsBug escalation and incidents
  • Writes and maintains troubleshooting guides, known-issue articlesKnowledge and enablementDoing
In your tools
  • Zendesk
  • Intercom
  • Jira Service Management
  • Jira
  • Linear
  • GitHub Issues

Pick the level. See the price.

US$9an hourFull time, 38 hours a week, all-in

Level 2 of 4, also called mid-level.Recommended
A local mid-level adminUS$22.86/hr
A tested Intermediate Technical Support SpecialistUS$9/hr
60-75% lessBasis: a Seat's hourly price against the hourly wage of a comparable local hire at the same level. Benefits and payroll taxes would add to the local cost.Local pay at the same level, before benefits and payroll taxes and leave.

Owns technical tickets end to end: reproduces bugs, tests APIs in Postman and reads logs.

  • Jira or Linear bug tickets
  • Resolved integration and API tickets
  • Two or more troubleshooting articles a month

2-3 years in Tier 2 or product support at a software company.

How the Intermediate level works

Per hour, all-in: recruiting, testing and management.

What you hand to your Technical Support Specialist

Tasks

  • Troubleshooting and resolution

    • Triages the Tier 2 queue by severity and customer impact
    • Reproduces reported issues in staging or test accounts
    • Diagnoses with browser DevTools, session replays
    • Troubleshoots login, permissions and SSO/SAML problems

  • API and integrations

    • Replays and tests customer API requests in Postman or curl
    • Checks webhook delivery logs, retries and signature failures
    • Troubleshoots third-party integrations and data-sync issues
    • Runs read-only SQL or Metabase queries to confirm what happened

  • Bug escalation and incidents

    • Writes Jira or Linear bug tickets with steps
    • Links customer tickets to known bugs
    • Monitors Sentry, Datadog and the status page during incidents

  • Knowledge and enablement

    • Writes and maintains troubleshooting guides, known-issue articles
    • Records short Loom walkthroughs for complex fixes

  • Hardware and device support

    • Runs remote diagnostics with TeamViewer or AnyDesk

Tested before you meet them

  1. Technical Written CommunicationAll levels30 min
  2. Technical Fundamentals TestAll levels30 min
  3. Bug Reproduction and Jira Write-upAll levels60 min
  4. API Troubleshooting LabIntermediate and up45 min
  5. Live Screen-share Troubleshooting Role-playAll levels25 min
  6. Trial DayIntermediate and up8 hrs

One score on every profileSample shown

87%

Three checks before your shortlist

  • Skills tested: A skills test for the role, marked by a senior
  • English and comms: written English tested, spoken English checked on a call
  • ID, work history and references: photo ID, past roles and two referees

From booked call to day one

  1. Step 1: Book a demo

    Tell us the role, your hours and your tools.

  2. Step 2: Meet your shortlist

    Their level and hourly price, tested before you meet.

  3. Step 3: Pick your person

    Month to month. We handle the contract, the equipment and the onboarding, and make sure it all runs.

  4. Step 4: They start work

    In your tools, within 12 to 48 hours of a successful interview.

Questions answered

An Intern Technical Support Specialist is US$4.50 an hour, Intermediate US$9, Expert US$14 and Specialist US$22.50, full time (38 hours a week). That is all-in: recruiting, testing and management, month to month.

Troubleshooting and resolution, api and integrations, bug escalation and incidents and knowledge and enablement, run to your priorities. You choose what they own first.

Six practical tests, marked by a senior, including technical Written Communication, technical Fundamentals Test and bug Reproduction and Jira Write-up. You see the score before you meet.

Tell us and we replace them free, with a new shortlist of tested people to meet. Seats are month to month with 30 days' notice.

More questions

Within 12 to 48 hours of a successful interview. First you meet your shortlist, interview the people you like and pick your person.

Yes. Your Technical Support Specialist works your business hours in your time zone and joins your Teams or Slack like anyone else. The hub matched to United States clients is in Colombia, on New York time or an hour behind.

Yes, where it helps. Your Technical Support Specialist works in the AI tools you already use. They use AI for first drafts and routine work, check every output, and follow your AI policy. You can ask for no AI on any task.

An Intermediate Technical Support Specialist owns technical tickets end to end: reproduces bugs, tests APIs in Postman and reads logs. An Expert Technical Support Specialist handles complex enterprise escalations and leads customer communication during incidents. We usually recommend Intermediate.

It stays under your rules: your admin settings and AI policy apply. Our talent rules ban client data in personal or free AI accounts, and passwords, card numbers, health details and ID numbers never go into any AI tool.

You direct the work day to day. We handle recruiting, equipment and quality checks.

Yes. Every Technical Support Specialist is tested live in the tools on your job description, such as Zendesk and Intercom, before you meet them.

In week one: helpdesk agent seat, Slack, Jira or Linear with create and comment rights; staging or test accounts with admin and standard user roles, plus read-only access; and postman workspace with the client's API collection and sandbox-only API keys. You agree the first priorities with them on day one.

Yes. It's also called Technical Support Representative, Product Support Specialist and Tier 2 Support Agent. Same tasks, tests and prices, whatever the name.

Their written English, with a scored test, and their spoken English, on a call with us. We also check their ID, work history and references.

Yes. You meet your shortlist on a short call and pick the person you want. Nobody joins without your yes.

In our talent hubs in the Philippines, Vietnam, Kenya, Nigeria, Brazil and Colombia, and we hire from 60+ countries. Wherever they are, they work your hours.

Pay only for the hours they work. All your Seats are on one bill, and Studio plans are billed monthly.

It can, at most once a year. Your person's hourly rate may rise by up to 5% a year, from the first anniversary of the Seat's start, with 60 days' notice and the right to end the Seat before it applies.

Only when you and your person both agree to it in advance. Otherwise they work the hours you set, and you pay for the hours they log.

You aren't charged for hours your person doesn't work, apart from paid leave. After their third month, your person earns 8 hours of paid leave a month. Paid leave hours are charged at their usual rate.

Your person logs their hours each day in the Get Hands client app, where you can see them. Your next invoice is adjusted to those hours.

Yes, with no minimum hours. From 20 to 37 hours a week, the hourly rate is 10% higher than full-time. Under 20 hours, it's 20% higher.

Yes. Tell us the roles on a call and we shortlist tested people for each.

Yes. You give them access in your own systems, and you can change or remove it at any time.

They get their own login in each of your systems, never a shared one. Any password that has to be shared goes through your own password manager, never email, chat, code or prompts.

A tested shortlist within 72 hours of your call, or your first week is free. That's part of The Right Hands Guarantee.

Yes. Book a 15-minute demo any time, or choose Talk now on the booking form for a Microsoft Teams link straight away. You can also message us on WhatsApp on +61 485 061 086, or email hello@gethands.com.au.

Book a 15-minute demo on Microsoft Teams, any time, day or night. We show you the people, levels and prices that fit. No obligation.

Meet the people who fit your work.

A 15‑minute call on Teams. You leave knowing the level you need and its hourly price.

Book a demoTalk now on Teams

Talk now is live on Teams, any time.