Graveyard Support Specialist (Night Shift)

【Role Overview】

We are looking for a Graveyard Support Specialist to ensure continuous support coverage during US EST business hours.

This role focuses on ticket triage, urgent issue handling, and incident coordination, with a structured ramp-up to expand scope over time.

【Key Responsibilities】

1. Ticket Triage & Routing

• Classify incoming tickets accurately (bug, setting, how-to, etc.)
• Route tickets to the appropriate owner or team
• Ensure urgent or critical issues are identified and prioritized immediately

2. Ticket Handling & Execution

• Urgent Issues & Incident Handling
  1. Prioritize and handle potential bug-related issues
  2. Follow S0/S1 incident handling processes
     • Escalate critical issues in a timely manner
       
  3. Assist in:
     • Issue reporting and information gathering
     • Internal coordination with Engineering / Product teams
     • Providing timely updates to customers

Note: This role focuses on execution and coordination. Root cause analysis is not required.

• High-Priority Tickets (Settings / Configuration)
  1. Handle high-priority setting-related tickets within defined scope
  2. Ensure SLA compliance and clear customer communication
     
• S2 Bug Handling
  1. Support handling of lower-severity bugs (S2)
  2. Escalate when necessary based on impact and urgency

3. Gradual Scope Expansion (Structured Ramp-Up)

1. New hires will progressively expand their scope to include:
   • Handling how-to questions
   • Improving troubleshooting capability and reducing dependency on escalation

You are not expected to handle all ticket types from day one.

【What Success Looks Like】

1. Meet Expectations

• Handles assigned tickets within defined scope
• Maintains SLA and communication quality
• Follows SOP and utilizes knowledge base effectively
• Escalates issues appropriately and in a timely manner

2. Exceed Expectations

• Handles the majority of tickets independently
• Demonstrates strong prioritization and troubleshooting skills
• Reduces unnecessary escalations
• Expands coverage into how-to and broader support scenarios

【Why Join Us】

• Structured onboarding and clear learning path
• Opportunity to grow into broader support responsibilities
• Exposure to global operations and incident handling
• Stable night shift schedule

【Role Design Philosophy】

This role prioritizes execution, prioritization, and escalation over deep technical troubleshooting, making it ideal for candidates looking to build their support skills step by step.

【Qualifications】

• Strong sense of ownership and responsibility
• Ability to prioritize and handle urgent situations under pressure
• Good written English communication skills
• Willingness to work night shifts

【Preferred Qualification】

• Experience in customer support or technical support roles
• Familiarity with SaaS products or system-based platforms
• Experience with ticketing tools (e.g., HubSpot)
• Ability to communicate in written Chinese (Mandarin) is a plus

【How to Apply】

If you're excited about building the future with us and ready to grow in a fast-paced startup environment, we’d love to hear from you! Please apply through our official application portal on Teamdoor using the following link:

🔗 https://GoFreight.teamdoor.io/s/SJyPKIaI

⚠️Applications submitted outside of Teamdoor cannot be processed.