Senior Technical Support Specialist

Job Summary

A company is looking for a Senior Technical Support Specialist II to join their Customer Support team.

Key Responsibilities

• Assist customers from F1000 companies and R1 Universities via phone and email, troubleshooting complex issues
• Mentor junior team members and serve as the escalation point for technical inquiries
• Collaborate with internal teams to identify and resolve product-related bugs and enhance customer self-service resources

Required Qualifications

• 3-5 years of experience in a client-facing software support role, preferably in SaaS
• 1-2 years of experience supporting integration systems (SSO, SAML, LTI, SCIM)
• Strong knowledge of Windows and macOS platforms with troubleshooting skills
• Experience collaborating with engineering, QA, design, and sales departments
• Experience working remotely on a distributed team across multiple time zones