Technical Support Specialist I

About This Role

This fully remote technical support role focuses on providing troubleshooting and functional guidance to users of higher education software products. The specialist will resolve customer issues, ensure high-quality support, and act as a link between support and product teams to enhance service and product functionality.

Responsibilities

• Provide timely and professional technical support for organization products
• Troubleshoot and resolve functional and system-level issues
• Analyze customer problems using SQL, logs, and browser developer tools
• Manage multiple support cases by prioritizing based on urgency and impact
• Communicate effectively with customers and internal teams
• Document solutions and update internal knowledge bases
• Escalate issues to Product Development with detailed context
• Continuously develop product and technical expertise

Requirements

• Experience troubleshooting web applications or enterprise software
• Functional knowledge of higher education registration, financial aid, or related student enrollment areas
• Strong customer empathy and professionalism under pressure
• Excellent prioritization and multitasking skills
• Structured problem-solving ability with attention to detail
• Clear and concise written and verbal communication skills
• Ownership and accountability in handling cases
• Collaborative approach working with multiple departments
• Adaptability to frequent changes in tools, processes, and priorities

Nice to have:

• Bachelor’s degree in Computer Systems or related field, or equivalent experience
• Experience in support desk or SaaS support environments
• Familiarity with HTML/JavaScript and SQL
• Comfort working with logs, stack traces, and technical diagnostics
• Knowledge of relational databases, networks, and server environments
• Experience creating documentation and knowledge base articles
• Familiarity with the organization's specific software modules and workflows

Benefits

• Eligible for an annual bonus and a full range of benefits
• Medical insurance
• Dental insurance
• Vision insurance
• Paid parental leave
• Paid holidays
• Short term disability
• Long term disability
• 401(k)
• Educational assistance

About the Company

The organization operates within the higher education software industry, addressing the complex needs of institutions managing student registration, financial aid, and enrollment processes. It provides software products that facilitate these administrative areas, supporting educational institutions in delivering efficient and effective services to their communities.