Job Summary

Global MNC Tech is seeking an experienced and highly motivated Senior Technical Support Analyst – Remote Mentor to join our global support team. In this role, you will serve as a senior-level technical expert and mentor, responsible for resolving complex technical issues while guiding and developing junior support analysts. You will play a critical role in improving customer experience, optimizing support processes, and ensuring service excellence across our distributed client base. This is a fully remote position, ideal for professionals who thrive in collaborative virtual environments and enjoy both hands-on problem-solving and knowledge sharing.

Key Responsibilities

• Act as the primary escalation point for complex technical support cases across multiple platforms and systems.

• Diagnose, troubleshoot, and resolve advanced hardware, software, network, and application issues.

• Provide remote mentorship, coaching, and technical guidance to junior and mid-level support analysts.

• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.

• Collaborate with engineering, product, and IT teams to identify recurring issues and propose long-term solutions.

• Monitor support performance metrics and recommend process improvements.

• Conduct virtual training sessions, workshops, and onboarding programs for new hires.

• Ensure compliance with service level agreements (SLAs) and quality standards.

• Proactively identify system vulnerabilities and recommend preventive actions.

Required Skills and Qualifications

• Strong expertise in technical support operations within IT, SaaS, or enterprise technology environments.

• Proficiency in operating systems (Windows, macOS, Linux), networking concepts, and cloud platforms.

• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira, Freshdesk).

• Excellent problem-solving and analytical skills with a customer-centric mindset.

• Strong verbal and written communication skills in English.

• Ability to mentor, coach, and lead remote teams effectively.

• Familiarity with remote support tools and collaboration platforms.

Experience

• Minimum 5–8 years of experience in technical support, IT service desk, or related roles.

• At least 2–3 years in a senior or lead support position with mentoring or team leadership responsibilities.

• Prior experience working in a remote or distributed team environment is highly preferred.

Working Hours

• Full-time, remote position.

• Standard working hours aligned with business needs (flexible scheduling depending on region and client coverage).

• Occasional on-call or shift-based support may be required for global operations.

Knowledge, Skills, and Abilities

• Deep understanding of ITIL principles and service management frameworks.

• Ability to handle high-pressure situations and critical incidents with professionalism.

• Strong organizational and time management skills.

• Adaptability to evolving technologies and business requirements.

• Proven ability to translate complex technical concepts into simple explanations.

• Leadership mindset with a passion for continuous learning and improvement.

Benefits

• Competitive salary package with performance-based incentives.

• 100% remote work with flexible schedules.

• Health and wellness benefits.

• Professional development programs, certifications, and training support.

• Paid time off, holidays, and wellness leave.

• Opportunities for career growth within a global enterprise.

Why Join Global MNC Tech?

At Global MNC Tech, we believe in empowering our people to make a real impact. You will be part of a diverse, innovative, and forward-thinking organization that values collaboration, learning, and professional growth. As a Senior Technical Support Analyst – Remote Mentor, you will not only solve challenging technical problems but also shape the future of our support team by developing talent and driving excellence across the organization.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting relevant experience and leadership achievements. Shortlisted candidates will be contacted for virtual interviews. Join Global MNC Tech and take your technical career to the next level in a truly global and remote-first environment.