Top Remote Senior Level IT Support & Helpdesk Jobs in Richmond, VA

Provide advanced technical escalation support for Samsara's SaaS and hardware products. Lead deep-rooted investigations using logs, diagnostics, and API/JSON analysis; coordinate with Engineering, Product, and Customer Success; mentor support teams; document post-mortems; and participate in incident management and on-call rotations to resolve high-impact customer issues.

Lead and develop a team of Technical Support Engineers to manage day-to-day support operations, escalations, SLA adherence, and tooling. Partner with Engineering, Product, and Customer Success to resolve API, integration, SSO/SCIM, and cloud-related issues, improve processes and runbooks, drive metrics-informed improvements, and scale global support coverage and enablement.

Lead a global End User Services team delivering 24/5 support for GitLab's SaaS toolstack. Own EUS strategy, incident/request/problem/change management, SLAs, CSAT, asset and SaaS lifecycle, and scale support via automation, self-service, and AI. Partner cross-functionally with People, Security, IT Engineering, Workplace, Finance, and Procurement to optimize onboarding, tooling, vendor relationships, and operational KPIs.

Lead and execute remote technical implementations for dental practices from signing through go-live. Configure PMS integrations, set up remote access and network configurations, manage AWS-hosted Windows VMs/ETL, handle support volume, liaise with MSPs, and improve onboarding processes and automation while partnering with cross-functional teams.

Prepare, configure, image, test, and troubleshoot computer hardware and software for deployment. Maintain inventory and asset records, document test results, and ensure systems meet specifications prior to shipping. Collaborate with IT/dev teams and non-technical staff; support onboarding processes requiring CJIS clearance.

Administer and support enterprise databases and analytics applications across cloud and hybrid environments. Monitor performance, storage, backups, and disaster recovery; troubleshoot issues; manage user access and security; support upgrades, patching, and configuration; and maintain operational documentation and procedures to ensure availability, scalability, and reliability.

Triage, investigate, and resolve customer-reported issues across SaaS and desktop apps using logs and internal tools. Reproduce and document bugs for Engineering, evaluate browser/network errors, complete technical tasks for CSMs, contribute knowledge-base articles, and escalate complex issues with clear context.

Senior technical support engineer responsible for implementing and migrating IBM i systems on IBM Power platforms, performing onsite installations, managing SAN/VTL/replication and LPAR tasks, providing SME input to presales, resolving escalations, coordinating with stakeholders for acceptance into service, and supporting operational governance within ITIL-aligned environments.

Lead deep technical investigations and RCA for complex SaaS issues. Read C#/.NET code, write safe SQL and stored procedures, operate within production safety guardrails, respond to alerts, create actionable engineering tickets, build tooling to reduce reactive work, mentor peers, and communicate clearly to customers and stakeholders.

Support and maintain enterprise job scheduling systems: troubleshoot incidents, resolve Service Desk escalations, perform system maintenance and migrations, document SOPs, participate in projects and upgrades, schedule maintenance, automate processes, and ensure regulatory and control compliance. Provide evening/weekend coverage and collaborate with application teams for testing and production deployments.