Top Remote IT Support & Helpdesk Jobs in Raleigh-Durham, NC

Manage the AMER Technical Support Engineering team owning L2/L3 escalation operations, ticket routing, and handoff quality. Coach and develop engineers, run escalation retrospectives, track escalation health metrics, and partner with engineering on tooling and LLM-assisted automation to improve resolution times and product feedback loops.

Provide L2 technical support for LucidLink's file-streaming/cloud networking product: triage, reproduce and debug customer issues across macOS/Windows/Linux, collect logs/dumps, escalate to engineering, and advise customers on configuration and best practices.

Lead and govern global IT change management lifecycle: intake, risk-based assessment, approvals, execution, validation, post-change review, reporting, and continuous improvement. Coordinate across IT teams, vendors, MSPs, and regions to minimize service disruption, maintain audit-ready records, deliver training, and drive tooling and process automation opportunities to support high-availability and data center operations.

Provide expert technical support for commercial and industrial water treatment systems (UV, ion exchange, filtration, RO). Troubleshoot, manage warranty and logistics inquiries, coordinate field service and startups, interpret wiring diagrams/CAD, use Salesforce for service management, and provide on-call support. Travel ~20%.

Lead Tier 3 technical and integrations support, build and manage senior SME teams, own enterprise escalation management, improve SLAs and diagnostics, partner with Engineering and Product to resolve root causes and drive operational efficiencies.

Provide advanced technical support and troubleshooting for telephony, digital bots, API integrations, and core banking configurations. Triage tickets, perform limited overnight deployments, collaborate with Implementation, Engineering, and Customer Success, and contribute to internal documentation and SOPs.

Provide frontline technical support for developer-facing productivity tools: troubleshoot incidents, automate support tooling, create runbooks and documentation, drive product and operational improvements, and partner with engineering and PM teams to improve developer experience and reduce friction.

Receive, triage, and prioritize technical support requests; provide initial troubleshooting and clear guidance for non-technical users; document solutions for the knowledge base; review support quality; and assist in training new support staff.

Lead IT operations for a multi-site ambulatory surgery network, managing infrastructure, clinical and business systems, security and compliance, service desk, vendor relationships, and IT budgeting. Ensure uptime, drive integrations and migrations, execute DR/BC plans, and report operational metrics while partnering with the CIO on strategy and roadmaps.

Provide end-to-end technical support for customers including API and mobile SDK issues, log analysis, monitoring and scripting, escalate and collaborate with Engineering/Data teams, maintain docs and use AI-assisted tools to accelerate triage, RCA, and automation.