Technical Support Specialist

Dreamscape Learn, a pioneer in immersive virtual reality learning experiences, is seeking a Technical Support Specialist to serve as a primary point of contact for customer support across the Dreamscape Learn ecosystem. This role is responsible for handling support requests, providing exceptional customer service, troubleshooting technical issues, escalating issues when appropriate, and maintaining clear communication with customers and internal teams.

The Technical Support Specialist will work closely with other support team members, Engineering, Product, Operations, Customer Success, and external partners to help investigate issues, implement solutions, and support a positive customer experience. This position also includes travel to customer locations for site commissioning, system validation, and operational readiness activities.

This role supports a combination of software, hardware, networking, VR, and operational systems that power Dreamscape Learn's immersive educational experiences.

Success in this role comes from being curious, customer-focused, organized, and eager to learn. We value problem-solving ability, communication skills, and a willingness to develop technical expertise over experience with every technology listed above.

Roles & Responsibilities

Handle customer support requests, including ticket triage, prioritization, troubleshooting, customer communication, escalation, and resolution of issues involving software, hardware, networking, and operational systems.

Assist in troubleshooting and diagnosing technical issues and implement approved solutions when appropriate.

Escalate complex issues to senior team members or other departments as needed.

Maintain clear, timely, and professional communication with customers regarding support requests and issue status.

Create and update knowledge base articles, troubleshooting guides, and support documentation.

Document troubleshooting steps, resolutions, and customer interactions within support systems.

Assist with customer site commissioning activities, including system validation, hardware verification, software configuration, and connectivity testing.

Perform initial configuration and validation of servers, workstations, and supporting systems prior to deployment.

Identify recurring issues and share observations with the support team to help improve customer experience and operational efficiency.

Participate in process improvement initiatives and ongoing training opportunities to expand technical knowledge and support capabilities.