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Remote Ticket Support Jobs in Austin, TX (NOW HIRING)

Prelim

Client Strategy Analyst

Austin, TX · Remote

$130K - $140K/yr

We're a fast-growing, remote-first startup on a mission to make banking more accessible for ... Manage support ticket flow to ensure timely resolution of customer issues * Educate and enable bank ...

HiddenLayer

Lead Engineer, AI Attack Simulation

Austin, TX · On-site +1

$101K - $133K/yr

Lead Engineer, AI Attack Simulation Remote [within the US] ABOUT THE ROLE: HiddenLayer is seeking a ... Mentor engineers, lead technical reviews, support hiring, and raise standards for reliability ...

ActivTrak

Associate Technical Account Manager

Austin, TX · On-site +1

Manage the support ticket queue for assigned accounts: * Employ active, empathetic listening to ... Position is remote within the US * Minimal travel * Limited physical demands This is an incredible ...

Higharc

Forward Deployed Product Manager

Austin, TX · Remote

We have raised over $175M with support from top-notch venture capital firms and more than 18 ... Higharc is fully remote; you can sit anywhere in the continental U.S., with travel to client sites ...

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Showing results 21-38

All JobsTicket Support JobsRemote Ticket Support JobsRemote Ticket Support Jobs in Austin, TX

Remote Ticket Support information

See Austin, TX salary details

$12

$24

$41

How much do remote ticket support jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for remote ticket support in Austin, TX is $24.81, according to ZipRecruiter salary data. Most workers in this role earn between $19.04 and $28.12 per hour, depending on experience, location, and employer.

What is a remote ticket support?

A Remote Ticket Support job involves assisting customers or clients with their inquiries, issues, or technical problems through a ticketing system, all while working from a remote location. Employees in this role typically receive requests via email, web forms, or specialized customer service platforms, and respond to these tickets in a timely and professional manner. They may troubleshoot problems, escalate issues to other departments, and ensure that each ticket is resolved to the customer's satisfaction. This position requires strong communication skills, technical proficiency, and the ability to work independently.

What are the key skills and qualifications needed to thrive as a remote ticket support specialist, and why are they important?

To thrive as a Remote Ticket Support specialist, strong problem-solving abilities, technical troubleshooting skills, and familiarity with customer service principles are essential, typically supported by experience in help desk or IT support roles. Proficiency in ticketing systems like Zendesk, Freshdesk, or Jira Service Desk, as well as basic networking and software knowledge, is typically required. Exceptional communication, patience, and time management are standout soft skills for efficiently handling diverse customer inquiries remotely. These competencies ensure timely resolution of issues, high customer satisfaction, and effective remote collaboration within support teams.

What are the main challenges faced by remote ticket support professionals, and how can they be managed effectively?

Remote Ticket Support professionals often face challenges such as managing high ticket volumes, resolving issues without direct physical access, and communicating clearly across digital channels. To handle these effectively, it's essential to prioritize tickets based on urgency, maintain thorough documentation, and leverage remote troubleshooting tools. Proactively collaborating with other departments and regularly updating customers on ticket status can also help ensure smooth resolution and a positive support experience.

What is the difference between Remote Ticket Support vs Remote Help Desk Technician?

AspectRemote Ticket SupportRemote Help Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often including CompTIA A+ or Network+
Work EnvironmentPrimarily online ticketing systems, remote communication toolsRemote or on-site, handling tickets and direct user support
Industry UsageIT support, customer service, tech companiesIT support, tech services, corporate help desks
Common Search/ComparisonYesYes

Remote Ticket Support and Remote Help Desk Technician roles both involve providing technical assistance remotely. While they share similar credentials and work environments, Remote Ticket Support focuses mainly on managing support tickets through online systems, whereas Remote Help Desk Technicians often handle direct user issues and may work in broader IT support roles. Both are essential in tech industries and frequently compared by job seekers.

What are the most commonly searched types of Ticket Support jobs in Austin, TX?

The most popular types of Ticket Support jobs in Austin, TX are:

What are popular job titles related to Remote Ticket Support jobs in Austin, TX?

For Remote Ticket Support jobs in Austin, TX, the most frequently searched job titles are:

What job categories do people searching Remote Ticket Support jobs in Austin, TX look for?

The top searched job categories for Remote Ticket Support jobs in Austin, TX are:

What cities near Austin, TX are hiring for Remote Ticket Support jobs?

Cities near Austin, TX with the most Remote Ticket Support job openings:

Remote Ticket Support jobs near you
Infographic showing various Remote Ticket Support job openings in Austin, TX as of August 2026, with employment types broken down into 1% As Needed, 75% Full Time, 20% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $51,604 per year, or $24.8 per hour.

Future Openings - SRE Support Engineer - Observability

Virtasant

Austin, TX • On-site, Remote

$56.50 - $75/hr

Full-time

Re-posted 24 days ago

Job description

SRE Support Engineer - Observability
While this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team.
Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM-5PM Pacific)
Freedom to grow. Power to deliver.
Virtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world's largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers.
For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving.
Role Overview
The Observability & Tools Support Engineer provides high-impact technical support for customers of a large technology company's internal IaaS platform, with a focus on monitoring, alerting, telemetry, and operational tooling.
This role spans a wide range of support-from white-glove onboarding and end-to-end customer enablement, to deep technical troubleshooting across Linux, networking, and observability systems (especially Prometheus and AlertManager). You will also contribute to improving the support function itself: strengthening tooling, documentation, workflows, and feedback loops so the service scales.
Success depends on excellent troubleshooting, strong written communication, comfort working with highly technical customers, and the maturity to identify patterns and drive operational improvements beyond individual ticket resolution.
Business Outcome
Become a trusted frontline expert for the customer's observability ecosystem and operational tooling - delivering fast, accurate support across Slack and tickets, improving monitoring reliability, and reducing incident impact through better triage, troubleshooting, onboarding, and knowledge capture.
Success Measures
  • Healthy volume of threads and tickets handled with high-quality outcomes
  • Consistent achievement of time-based SLAs
  • High customer satisfaction through surveys
  • Accurate classification of issue type, severity, and recurring patterns
  • Reduced repeat issues through better docs, tooling, and scalable onboarding
What Will Be True When You Succeed
  • Customers can onboard smoothly to monitoring/alerting with minimal friction
  • Monitoring and alerting issues are resolved quickly, with fewer escalations
  • Linux and networking-related incidents reach resolution faster due to strong troubleshooting and clean handoffs
  • Engineering and SRE teams receive clear, actionable feedback based on real customer trends
  • Knowledge base content prevents tickets and accelerates self-service
Core Work Units
1) Frontline Support for Observability & Tooling
  • Manage Slack threads and tickets (roughly 50/50)
  • Handle a broad range of customer support: simple issue resolution through end-to-end onboarding
  • Provide clear, structured guidance to highly technical customers
  • Maintain strong attention to detail while managing multiple interactions in parallel

2) Deep-Dive Troubleshooting & Incident Support
  • Troubleshoot, isolate, and resolve monitoring and alerting issues (especially Prometheus + AlertManager)
  • Troubleshoot complex Linux and networking issues (TCP/IP fundamentals required)
  • Support OpenTelemetry, tracing, and telemetry pipelines, including investigation of gaps in signals and instrumentation
  • Drive incidents to resolution in partnership with Engineering/SRE teams

3) Documentation & Knowledge Development
  • Build and maintain customer-facing and internal knowledge base articles
  • Create informational posts for the community support platform
  • Turn repeated issues into reusable guides, checklists, and onboarding playbooks

4) Trend Analysis & Feedback to Engineering
  • Analyze and categorize customer interaction trends
  • Provide accurate, meaningful feedback to Engineering and SRE orgs to improve product/tooling
  • Identify "top offenders" and propose practical fixes (tooling, docs, process, product)

5) Operational Excellence & Continuous Improvement
  • Participate in post-mortem reviews and drive follow-through on improvements
  • Contribute meaningfully to team objectives and goals (process, tooling, and service scaling)
  • Bring creativity and discretion to resolve highly complex issues "outside the box"

High-Quality Work - what top performance looks like
Frontline Support
  • Moves smoothly from triage to deeper analysis without losing the customer
  • Communicates clearly and confidently with technical users
  • Maintains clean follow-ups and thread hygiene even with high context switching

Troubleshooting
  • Rapidly isolates issues across monitoring/alerting configs, Linux runtime behavior, and network connectivity
  • Uses structured approaches to incident handling: hypothesis → test → evidence → resolution
  • Produces high-signal writeups that accelerate downstream resolution

Documentation & Enablement
  • Documentation is clear enough that customers avoid opening tickets
  • Onboarding flows reduce time-to-value and prevent common misconfigurations
  • Captures "tribal knowledge" quickly and makes it reusable

Operational Excellence
  • Obsessing over details: correct severity, accurate tagging, clean timelines, strong handoffs
  • Spots patterns early and proactively proposes improvements that scale support

Typical Day / Work Patterns
  • ~50% Slack support, ~50% ticket handling
  • Deep-dive investigations during lower ticket volume periods
  • Documentation writing and lightweight tooling/process improvements when patterns emerge
  • Weekly team review of escalations, themes, and operational improvements
  • High rate of context switching and parallel issue management
Required Skills & Experience (Non-Negotiable)
  • Several years supporting highly scalable applications and web services
  • Hands-on experience with open-source observability and cloud-native tooling, including:
    • Kubernetes (and container fundamentals)
    • Prometheus and AlertManager troubleshooting
    • OpenTelemetry and distributed tracing concepts
  • Strong understanding of the Linux operating system (command line, process/network debugging, logs)
  • Good understanding of infrastructure observability principles (signals, alerting strategy, SLO thinking, noise reduction)
  • Good understanding of the TCP/IP suite and practical networking troubleshooting
  • Strong experience troubleshooting ambiguous, multi-layer issues
  • Excellent analytical capability and strong attention to detail
  • Strong written and verbal communication (clear, structured, customer-friendly)
  • Comfortable working with a very technical customer base
  • Passion for Technical Support and a service mindset
Nice-to-Haves
  • Experience improving or supporting internal support tooling or workflows (automation, templates, runbooks)
  • Experience operating at scale in a services environment (pattern detection, KPI/SLA awareness, operational process maturity)
  • Familiarity with Grafana, log aggregation, incident tooling, and production support practices
  • Prior SRE or platform support experience

Minimum Qualifications
  • 3-7+ years in Technical Support Engineering, SRE support, DevOps, Platform Support, or similar
  • Demonstrated experience supporting distributed systems, IaaS, or cloud platforms
  • Strong Linux, troubleshooting, and customer-facing communication background
  • Evidence of documentation, knowledge-base contributions, and process improvement mindset

Disqualifiers: weak Linux fundamentals, inability to troubleshoot systematically, poor written communication, or discomfort supporting highly technical users.
What You'll Love
  • Real technical problem solving with tangible customer impact
  • A role that blends deep troubleshooting with scaling support via docs, tooling, and process
  • High autonomy in a remote-first environment

What May Be Challenging
  • High context switching and managing multiple threads in parallel
  • Repeated patterns that require discipline to convert pain into scalable improvements
  • Supporting high-visibility systems where speed and accuracy matter

Differentiation
Industry: Remote-first, trust-based culture; global team; autonomy; modern systems; meaningful technical challenges
Internal: High-impact, customer-facing observability support; direct influence on tooling and process maturity; opportunity to shape scalable support practices
Our team Technology Operations Locations Brazil, Chile, Colombia, Mexico, Canada, USA Remote status Fully Remote

Apply