We are seeking a highly motivated and detail-oriented Support Specialist to join our team in supporting our client’s RPA (Robotic Process Automation) platform. This role serves as the first line of defense in ensuring platform reliability, responsiveness, and adherence to service-level agreements (SLAs). The Support Specialist will monitor system health, respond to incidents in real-time, perform workflow re-runs, conduct high-level root cause analysis, and escalate issues when necessary.

Key Responsibilities

• Monitor RPA orchestration and execution environments to ensure system uptime and workflow completion within defined SLAs.
• Act as Tier 1 support, owning incidents from detection through resolution or escalation.
• Perform immediate triage, high-level root cause analysis, and initiate resolution steps for failed workflows or system issues.
• Execute workflow re-runs and coordinate retry procedures with minimal business disruption.
• Deep-dive triage: replicate issues; review logs/metrics; test against staging/UAT when safe.
• Collaborate with Tier 2/3 teams for advanced troubleshooting and resolution.
• Maintain clear and thorough documentation of incidents, actions taken, and resolutions in ticketing systems.
• Support continuous improvement by identifying recurring issues and contributing to knowledge base documentation.
• Apply documented remediations and workarounds; close or escalate with complete evidence.

Requirements

• 2+ years in a technical support or system operations role, ideally supporting SaaS or automation platforms, or other NOC/SRE adjacent roles
• Hands-on experience with RPA platforms (e.g., UiPath, Automation Anywhere, Blue Prism) and orchestration tools.
• Hands-on with APIs, reading logs, auth flows (API keys/OAuth/SSO), and basic scripting (Python/Jinja2 helpful).
• Familiarity with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and incident management best practices.
• Strong analytical and problem-solving skills; able to assess issues under pressure and act decisively.
• Excellent communication skills for cross-team coordination and clear incident reporting.

Nice to Have

• Experience in ITIL environments or incident response frameworks.
• Exposure to enterprise system integrations and workflow dependencies.
• Familiarity with SQL, Python, or scripting languages used for diagnostics.
• Knowledge of MSP RMM/PSA integrations

Working pattern
Fully remote, US time-zone coverage with incident participation as needed.
Willingness to work in rotating shifts or on-call schedules to support 24/7 operations.

#LI-Remote