Technical Support Specialist I

About the Role

The Technical Support Specialist I role is focused on delivering technical troubleshooting and functional guidance to users of the organization's products. This position is critical in resolving customer issues, ensuring high-quality support, and acting as a bridge between support and product teams to improve service and product functionality. This is a fully remote job.

Key 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 & Tech Stack

• 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.
• 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.

Qualifications

• Bachelor’s degree in Computer Systems or related field, or equivalent experience.
• Experience in support desk or SaaS support environments.

Compensation

• The pay range for this position is $47,000 to $56,000 per year.
• Eligible for an annual bonus and a full range of benefits.
• Benefits include: Medical insurance, Dental insurance, Vision insurance, Paid parental leave, Paid holidays, Short term disability, Long term disability, 401(k), Educational assistance.