Technical Support Specialist

Code Blue Corporation is hiring a Technical Support Specialist to join a service team focused on resolving difficult technical problems for remote customers, resellers, and internal partners. This Level II/III role is based in Holland, MI and supports issues across hardware, Cloud/IoT software, electrical systems, and cellular VPN routers, with occasional travel to support installations, escalations, and training.

Reporting to the Service Operations Manager, you will help drive each case to a verified fix while also strengthening the team’s ability to troubleshoot faster through documentation and training.

Key Responsibilities

• Deliver Level II/III technical support to remote customers, resellers, and internal teams across North America, covering hardware, Cloud/IoT software, electrical systems, and cellular VPN routers
• Troubleshoot network and telephony issues, including TCP/IP, SIP/VoIP, FreePBX/Asterisk, and AWS-hosted environments, working each case to a verified resolution
• Build and maintain technical documentation, troubleshooting guides, and a knowledge base that captures resolution knowledge for the broader team
• Develop and deliver training to increase technical capability across front-line support, resellers, and internal teams
• Reproduce, document, and escalate product and field issues to ensure they feed quality and engineering improvements
• Explain technical concepts clearly to both technical and non-technical audiences, and coordinate across Engineering, Quality, Manufacturing, and Customer Service
• Travel occasionally, approximately 1 to 2 times per year, to support installations, escalations, or training
• After becoming grounded in the role, contribute to shaping new products and services as the organization grows

Requirements

• Technical and customer support experience
• Strong networking fundamentals, including TCP/IP troubleshooting and network design
• Comfort with, or the ability to quickly learn, SIP/VoIP, FreePBX, and Asterisk
• A four-year degree or equivalent experience with a solid work history in a similar role

Technologies

• TCP/IP, SIP/VoIP, FreePBX, Asterisk, AWS-hosted environments
• MS Office: Word, Excel, Outlook
• MS Teams

Benefits

• 401(k) and 401(k) matching
• Health insurance (HMO or HSA options)
• Dental insurance
• Short- and long-term disability insurance
• Flexible spending account (FSA)
• Health savings account (HSA)
• Life insurance
• Paid time off
• Vision insurance

Preferred / Trainable

• Familiarity with AWS-hosted environments
• Working knowledge of MS Office (Word, Excel, Outlook), MS Teams, and project-management tools
• Experience creating technical documentation or delivering training content
• Interest in growing toward product or engineering-facing work over time

Team Values

• Candor: say what’s true so problems get solved instead of buried
• Integrity: do what you say and own it when things do not go as planned
• Detail & Process Oriented: build things right and improve the process
• Personal Mastery & Group Learning: keep learning and share what you learn
• Owns the Outcome: take responsibility for results, not just tasks

Work location: In person.