Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.

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Summary:

We are seeking an experienced Tier 2 / Tier 3 Technical Support Specialist to join our in-office support team. This role is responsible for diagnosing and resolving complex hardware, operating system, and networking issues across complex PC-based systems deployed in customer environments. As a senior technical resource on a small, highly collaborative team, you will own advanced customer issues end-to-end, analyze diagnostic data, and work closely with engineering to reproduce issues, identify root causes, and validate corrective actions. This position requires strong technical judgment, clear communication, and the flexibility to cover a broad range of support responsibilities in a fast-paced environment.

This role requires a problem-solver with strong technical troubleshooting skills and a focus on providing excellent customer support. While you will receive training on our specific products, we expect candidates to come with a solid foundation in hardware, networking, Windows OS, and B2B customer support experience.

Responsibilities:

Serve as an escalation point for complex customer issues, taking ownership from initial escalation through resolution while maintaining clear, professional, and timely communication with customers and internal stakeholders.
Diagnose and resolve system-level issues across workstation-class hardware (e.g., Dell Precision), Windows operating systems, applications, and multi-network configurations.
Review and interpret diagnostic logs, system reports, crash dumps, and configuration data to identify root causes and determine appropriate corrective actions. Collaborate closely with engineering to reproduce issues, communicate findings, and validate fixes or workarounds.
Provide advanced remote troubleshooting and guide customers through complex or non-standard recovery procedures with a calm, customer-focused approach.
Accurately document troubleshooting steps, resolutions, and recommendations in the ticketing system and internal knowledge base to support knowledge sharing and continuous improvement.
Support team effectiveness in a small-team environment by sharing knowledge, mentoring Tier 1 specialists as needed, and maintaining flexibility to cover a wide range of support activities.

Experience:

5+ years of experience in technical support, IT systems support, or a related role, with demonstrated responsibility for resolving complex or escalated technical issues. Associate’s or Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent hands-on professional experience. Relevant certifications such as CompTIA Network+, Microsoft Windows certifications, Dell hardware certifications, or equivalent experience preferred.
Strong hands-on experience troubleshooting Windows-based systems, including operating system configuration, drivers, services, and performance issues.
Proven ability to diagnose and resolve hardware issues on workstation-class systems, including peripherals and I/O devices.
Solid understanding of networking fundamentals, including IP addressing, subnetting concepts, and multi-NIC or segmented network environments.
Experience analyzing diagnostic data such as application logs, system logs, and configuration files to determine root cause.
Experience supporting complex, integrated systems deployed in customer environments (e.g., AV systems, visualization systems, immersive or specialized computing platforms) preferred.
Demonstrated ability to communicate effectively with customers, explain complex technical concepts clearly, and collaborate productively with engineering and cross-functional teams.
Ability to work independently, manage multiple complex issues concurrently, and adapt to changing priorities in a fast-paced, small-team environment.
Strong problem-solving skills, attention to detail, and a customer-first mindset.

All applicants must be at least 18 years of age at the time of employment. This requirement is in accordance with applicable federal, state, and local labor laws. Cosm is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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