Support Operations Coordinator (L3 Tech) — Remote MSP Role

About the role:

We’re looking for a high-performing L3 Technical Support professional with strong operational discipline to join our growing MSP as a Support Operations Coordinator. In this role, you’ll go beyond escalations — taking ownership of our ticketing systems, enforcing workflow structure, and helping modernize how we deliver support across regions.
If you thrive in structured environments, understand the backbone of ticket-driven operations, and are ready to lead change from within, this is the perfect opportunity.

Key Responsibilities:

• Ticket Flow Ownership: Manage the full lifecycle of support tickets — triage, assign, escalate, and drive to resolution. Keep the system clean, flowing, and accountable.
• Ticketing System Leadership: Deploy and configure our new N-Able ticketing platform, and lead the migration off our legacy system, including staff training and workflow setup.
• Discipline & Documentation: Ensure high standards for ticket categorization, SLA tracking, escalation paths, and closure notes.
• SOP Creation: Write and maintain internal Standard Operating Procedures for triage, escalation, onboarding, and common issue handling.
• Technical Escalations: Serve as a hands-on Level 3 escalation point for Windows and infrastructure-related support.
• Shift Oversight: Help plan technician coverage and shifts, co-lead hiring efforts with the Network Operations Manager.
• Customer Communication: Interface with clients when escalations require clarification, professionalism, and structured follow-up.
• After-Hours Readiness: Participate in emergency support rotations when required.

What you bring:

• 5+ years in a Level 3 support role, ideally within a Managed Service Provider (MSP) environment.
• Experience managing or implementing ticketing systems (N-Able, Autotask, ConnectWise, Freshservice, etc).
• Strong technical grounding in Windows Service, Active Directory, desktop/server troubleshooting, and remote tools.
• Excellent communication and documentation skills (English proficiency required)
• Strong organizational skills and a process-driven mindset.

Bonus points:

• Prior experience enforcing ticket flow and operational standards.
• Microsoft Windows certifications (MCP, MCSA, etc) a plus.
• RMM tool familiarity and multi-tenant support experience.

What we offer:

• Remote-first culture with focus and autonomy.
• Leadership visibility and the chance to shape support processes.
• Opportunity to own systems, not just tickets.

To apply, send your resume and a short note on your experience managing ticket systems, enforcing support discipline, or leading technical escalations along with Monthly pay expectation.

We’re looking for someone who doesn’t just close tickets — but builds the structure to make support run better, faster, and cleaner.

Send your application to: careers@softwarecraftcr.com or submit via our form.