Technical Support Specialist

At Ecamm, we’ve spent more than 20 years building software that helps Mac users create, communicate, and connect. Though we’ve developed many apps through the years, our flagship product Ecamm is just like our prior products: intuitive, reliable, and backed by exceptional customer support.

We’re a small, fully remote team that genuinely cares about our customers and each other. While you can 100% work from home.

We believe great support goes beyond answering questions: it builds trust, creates loyal

customers, and helps shape the future of our products. If you’re someone who enjoys solving problems, learning new technology, and making someone’s day a little easier, we’d love to hear from you.

About the Role

As our technical support specialist, you’ll be one of the first people our customers interact with. You’ll help answer questions through email and chat, troubleshoot common issues, guide customers to helpful resources, and make sure every conversation ends with the customer feeling heard and supported. In this role you will work closely with our Support Engineer and the rest of the team,

learning our products inside and out while helping improve the overall customer experience.

This is a full-time, remote position. We’re looking for someone who can work a later shift,

preferable 11am-7pm, but we have some flexibility with this. We are looking for someone in the New England area to meet up with the team from time to time.

What You’ll Do

• Deliver thoughtful, timely support to customers via email and chat, making every interaction a positive experience.
• Dive into customer issues with curiosity and persistence, identifying root causes rather than simply providing quick answers.
• Become an expert in Ecamm’s products by continuously learning, testing new features, and building your troubleshooting skills.
• Take ownership of customer questions from start to finish, knowing when to investigate independently and when to collaborate with teammates.
• Guide customers to the best solutions using support articles, tutorials, videos, and other educational resources.
• Escalate complex technical issues when appropriate, while providing the context needed to help teammates resolve them quickly.
• Identify recurring customer questions, product pain points, and trends, and share those insights with your supervisor.

We are looking for someone who

• Is a true self-starter who enjoys taking initiative rather than waiting to be told what to do.
• Loves solving problems and isn’t satisfied until they’ve found the best answer.
• Is naturally curious and enjoys learning how Ecamm works.
• Wants to become an Ecamm product expert and is excited by the challenge of mastering troubleshooting and technical support.
• Takes ownership of customer issues and follows through until they’re resolved.
• Communicates with empathy, professionalism, and clarity, even when working through difficult technical problems.
• Is resourceful and enjoys researching, experimenting, and learning independently, but who also knows when it's time to ask for help.
• Thrives in a collaborative remote environment where everyone contributes ideas and continuously looks for ways to improve.

Qualifications

• 2+ years of customer support, technical support or related experience working with people.
• Strong familiarity with macOS and the Apple ecosystem.
• Excellent written communication skills.
• Strong organizational and time-management skills.
• Comfortable learning new software and technology.
• Experience working remotely with reliable high-speed internet.

Bonus Points If You Have

• Experience with live streaming, podcasting, or video production.
• Familiarity with cameras, microphones, audio interfaces, video switchers, or other A/V equipment.
• An interest in AI tools and how they can improve customer support workflows.

Why Ecamm?

We’re a small company, which means your work has a real impact. You’ll collaborate directly with teammates across support, engineering, marketing, and product, and your ideas won’t disappear into layers of management. We value curiosity, initiative, kindness, and people who are always looking for ways to make things better, for our customers and for each other.

How to Apply

Please send your resume and a cover letter to [email protected]. In your cover letter, we’d love to hear why you’re interested in Ecamm, what excites you about technical support, and why you think you’d be a great fit for our team.

Salary range

$60,000 - $70,000 DOE