Technical Support Specialist I

The company is looking for a highly motivated Technical Support Specialist I to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using the company products. The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non-negotiable.

Core Responsibilities

• Provide prompt, professional technical support for the company products, troubleshooting both functional and system level issues

• Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows

• Prioritize multiple cases at once, balancing urgency, impact, and customer expectations

• Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams

• Document findings, steps, and solutions concisely for customers and our internal knowledge base

• Act as a liaison between Support and Product Development, escalating with complete and accurate context

• Continuously increase your product and technical expertise through training, documentation, and hands-on learning

Required Qualifications

• Experience troubleshooting web applications or enterprise software

• Functional knowledge of higher education registration, financial aid, or other areas that relate to students and enrollment

• Strong customer empathy and ability to remain calm, clear, and professional under pressure

• Excellent prioritization skills with the ability to juggle multiple cases in a fast-moving environment

• Structured problem-solving approach with attention to detail and curiosity

• Clear, concise written and verbal communication

• Ownership and accountability - you follow through, escalate early, and close the loop

• Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership

• Adaptability - comfortable with frequent change in tooling, process, and priorities

Preferred Qualifications

• Bachelor’s degree in Computer Systems or a related field preferred, OR equivalent demonstrated experience such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera)

• Experience working in a support desk, helpdesk, or SaaS support environment

• Familiarity with HTML/JavaScript for diagnosing web issues

• Ability to write and interpret SQL queries

• Comfort with logs, stack traces, browser developer tools, and technical diagnostics

• Familiarity with relational databases, networks, Windows/Server environments, or application servers

• Experience creating knowledge base articles, guides, or documentation

• Experience with the company One (J1), JICS, or the company business office modules (Accounts receivable, general ledger, payroll, etc.)

• Strong functional understanding of how processes and data flow within the company products

• Ability to translate campus needs into product troubleshooting

The pay range for this position is $47,000-$56,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance

The company does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note: the company does not sponsor applicants for work visas.

Electronic Monitoring Notice

Job applicants are advised that the company reserves the right to monitor, access, review, and disclose electronic activity conducted on Company‑owned devices, networks, and systems, as well as activity involving the company applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.