What does a Technical Support Specialist do?

A Technical Support Specialist helps customers troubleshoot and resolve technical problems related to software, hardware, or systems. Their responsibilities often include:

• Responding to user queries via phone, chat, email, or help desk tickets
• Diagnosing issues and walking users through solutions
• Logging incidents and tracking resolution steps
• Escalating complex issues to appropriate internal teams
• Writing user documentation and support FAQs
• Gathering feedback to improve product functionality and user experience.

Depending on your company’s industry and products, the role may require varying levels of technical expertise, familiarity with specific platforms, or experience with help desk tools like Zendesk, Jira, or Salesforce.

How to hire Technical Support Specialists: a quick guide

Define your requirements

Start by identifying the scope of the role. Ask yourself:

• What products or services will they support?
• Is this a Tier 1 (basic troubleshooting) or Tier 2-3 (advanced support) role?
• Will they be managing a help desk queue or providing more hands-on technical assistance?
• Do they need to work unconventional hours or shifts (e.g., to ensure 24/7 support)?
• Are any certifications or technical proficiencies (e.g., SQL, networking, APIs) necessary?

The more precise your expectations are, the more efficient your hiring process will be.

Where to find Technical Support Specialists

Once you’ve defined your requirements, it’s time to source candidates.

Job boards like LinkedIn, Indeed, Jobshark, and Glassdoor are excellent starting points. Additionally, platforms like Toptal, Jobshark, Upwork, and Fiverr offer access to skilled freelance Technical Support Specialists.

Consider employee referrals, often one of the most reliable sources for quality hires.

For quicker hiring, partnering with tech sourcing companies, like Jobshark, can help streamline the process.

Moreover, consider remote and global talent, especially if your support model allows for it.

Assess technical skills

Technical support roles demand a certain baseline of technical literacy. Tailor assessments to your needs:

• Written tests or simulations of real support scenarios
• Live troubleshooting sessions to see how candidates think on their feet
• Tool proficiency checks (e.g., navigating a CRM or ticketing system)
• Knowledge-based questions on networking, OS, or system diagnostics

The goal is to verify their ability to solve problems quickly, logically, and accurately.

Evaluate soft skills and cultural fit

Technical skills are essential, but don’t underestimate soft skills — they often set apart the great support reps from the average ones. Look for:

• Strong communication: Can they explain complex ideas in simple terms?
• Empathy and patience: Especially when dealing with frustrated users
• Problem-solving mindset: Are they curious and resourceful?
• Team collaboration: Can they work well with internal teams?

Of course, cultural fit also matters, so ensure their working style aligns with your company’s values, pace, and customer philosophy.

Hiring the right Technical Support Specialist is an investment in your product’s long-term success and your customers’ loyalty. Take the time to define your needs, evaluate candidates holistically, and build a team that solves problems and makes your users feel genuinely supported.