Overnight Technical Support Contractor

Role Summary
The Overnight Technical Support Contractor provides overnight queue coverage for the Technical Support organization and is responsible for performing standard day-to-day support functions during off-hours. The primary purpose of this role is to maintain service continuity, respond to incoming client issues, progress active cases, and ensure urgent matters are documented and escalated appropriately for either immediate action or morning follow-up.
This role is intended to expand overnight support coverage and help the organization maintain responsiveness outside of core business hours. It is not intended to serve as a project-based role or a substitute for leadership, engineering, or account management ownership.

Primary Scope of Work
The contractor will be responsible for standard technical support duties during the overnight shift, including:
Monitoring inbound support channels and responding to new tickets during assigned hours
Triaging issues based on urgency, impact, and established support expectations
Performing routine troubleshooting across supported platforms, devices, and client environments
Progressing tickets as far as possible within the shift through troubleshooting, follow-up, and documentation
Resolving tickets that can be addressed within established support procedures
Escalating issues that require additional technical, leadership, or cross-functional involvement
Leaving clear and actionable handoff notes for unresolved issues requiring daytime follow-up

Core Responsibilities
1. Queue and Ticket Management
Monitor and manage overnight ticket volume in Zendesk and any assigned support channels
Maintain timely first-touch response and progression of cases in line with SLA expectations
Prioritize work based on severity, customer impact, and business risk
Keep tickets updated with complete internal notes, troubleshooting steps taken, client communication, and next actions
Close tickets when resolution is confirmed and all required documentation is complete
2. Technical Troubleshooting
Perform standard support troubleshooting for common issues involving hardware, software, content playback, connectivity, access, and device behavior
Use internal knowledge base content, SOPs, macros, and support tools to guide diagnosis and resolution
Gather missing information from clients when additional details are needed to continue troubleshooting
Validate issue state before handoff or closure
3. Escalation and I ---------- Identification
Escalate cases that fall outside standard support scope or require higher-level review
Identify high-impact issues, repeat failures, or trends that may indicate broader i ----------
Follow defined escalation processes for urgent or business-critical issues
Ensure escalated tickets are well documented so the receiving team has enough context to act quickly
4. Overnight Operational Continuity
Support continuity between overnight and daytime operations through strong documentation and clean handoff practices
Flag issues requiring follow-up from leadership, engineering, account teams, or other internal partners
Help reduce avoidable backlog growth overnight by progressing tickets where possible rather than leaving new work untouched
Surface recurring themes or risks noticed during the shift

Requirements
Based in the Philippines and available to work overnight hours (U.S. time)
Strong English communication skills (written and verbal)
Experience in technical support, help desk, or similar role
Familiarity with ticketing systems (e.g., Zendesk or similar)
Ability to troubleshoot basic technical issues independently
Strong attention to detail and documentation

Expected Ownership
This role is expected to own:
Overnight triage and response
Standard troubleshooting and ticket progression
Proper documentation
Appropriate escalation
Clear handoff of unresolved work

Working Model
This contractor will operate as part of the Technical Support team and is expected to follow the same support standards, workflows, and documentation practices as the rest of the organization. While the role is focused on overnight coverage, work should align with existing SOPs, escalation criteria, and client communication expectations.
Because overnight support often operates with reduced immediate support from cross-functional teams, the role requires sound judgment, independence, and strong written communication. Tickets should be advanced as far as reasonably possible within the shift, with thoughtful escalation and handoff where needed.

Success Measures
This role will be considered effective if it consistently helps the organization by:
Maintaining overnight queue coverage
Improving responsiveness during off-hours
Progressing tickets rather than deferring avoidable work
Escalating urgent issues appropriately
Providing strong documentation and handoff quality
Supporting overall queue health and client experience