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About Switch

Switch builds, runs, and supports advanced data center infrastructure that helps power modern technology. The company is guided by innovation, operational discipline, and a culture centered on positive impact and teamwork.

Team members contribute to a larger mission focused on enabling progress through reliable, cutting-edge digital infrastructure.

Role Overview

The Client Support Technician is the first contact point for customers and internal teams seeking assistance. The position involves reviewing incoming requests, determining urgency, working with the appropriate internal group, and following each issue through to completion within a 24/7, high-importance environment. Success in this role depends on clear communication, careful documentation, and timely coordination.

Key Responsibilities

Handle initial support requests from customers and internal teams by phone and through the ticketing platform.
Review incoming issues, collect the necessary details, and direct them according to established support procedures.
Partner with internal departments to make sure requests are acknowledged, monitored, and closed out properly.
Keep stakeholders updated on progress, status changes, and next steps.
Submit scheduled internal notifications through the ticketing workflow.
Support Mission Control by creating and tracking alarm-based and alert-based incidents.
Evaluate routine mission-critical situations and escalate them when needed.
Record all actions, timelines, and communications accurately in the support systems.
Work assigned shifts, including overnight, weekend, or rotating schedules when required.

What Success in This Role Requires

Strong professional communication skills, especially while managing several requests at once.
Good organization and consistent follow-through on structured workflows.
Sound judgment for identifying urgency and escalating appropriately.
Ownership of cases until they are resolved or handed off correctly.
A calm, service-oriented mindset in a fast-moving support setting.

Required Qualifications

At least 1 year of experience in IT support, service desk, or a customer-facing technical position.
Hands-on experience with ticketing tools and defined workflow processes.
Ability to explain technical issues in simple, easy-to-understand language.
Familiarity with terminology used in data center or technology environments.
Strong written and spoken communication skills.
Dependable attendance and punctuality.
Flexibility to work nights, weekends, or other nonstandard schedules.

Preferred Background

Associate degree in Information Technology, Business, or comparable experience.
Exposure to CRM or ITSM platforms such as Salesforce or similar tools.
Basic understanding of network layouts and power or cooling services.
CompTIA A+, Network+, Security+, or similar certifications.

Working Conditions

Mostly desk-based work with long periods spent on a computer.
Need to monitor multiple systems and recognize color-coded alerts.
Work may be in an on-site operations center depending on assignment.
Personal protective equipment may be required when supporting field or warehouse activities.

Why Consider Switch

Mission-driven culture focused on positive contribution and teamwork.
Opportunity to work with advanced data center technologies.
Flexible work arrangements may include office-based, hybrid, or fully remote setups.
Career growth in a stable, expanding industry.
Comprehensive benefits that can be tailored to individual and family needs.

Additional Information

This position is based in the Las Vegas, NV area. It is a full-time role with remote work indicated. The opportunity is part of a mission-critical support environment.

Interested candidates who can contribute to a culture of innovation, responsibility, and long-term growth are encouraged to apply.

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