Technical Support Engineer I
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Job Summary
About PowerSchool
At PowerSchool we power education for students around the world. As the global leader in cloud-based K-12 software we support the full education ecosystemfrom the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators students and families.
Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting to diagnosing and resolving software or system issues this team offers world-class technical support with a strong focus on maximizing customer satisfaction.
The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our organizational goals.
Your day-to-day job will consist of:
Serves as the initial point of contact for customer inquiries via phone email and chat accurately assessing urgency and impact to prioritize work
Owns customer issues through to resolution by performing diagnostics researching solutions and applying technical expertise to restore functionality
Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through
Documents all customer interactions troubleshooting steps and outcomes in the case management system to support knowledge sharing and trend analysis
Produces standard statistical reports such as incident summaries as help desk incident reports
Partners with development teams to communicate reproducible defects provide detailed error information and recommend improvements that enhance product quality
Participates in product evaluations by testing software or hardware to assess usability and validate product performance
Identifies recurring issues and opportunities to improve processes documentation or self-service resources to enhance the overall customer experience
Creates and maintains knowledge base articles for both internal teams and customer selfservice resources
Performs other duties as needed to support team success and evolving business requirements
2 yearsprior experience in a technical support roleideally in a Saassoftware company
Proficient in Microsoft Office suite
Salesforce experiencerequired
Prior CRM Experience Required
Strong attention to detail and time management
Strong oral and written communication skillsin English
Strong customer service and conflict resolution skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Maintaining a positive attitude and fostering a collaborative and unified work environment.
Associates degree or equivalent work experiencebachelorsdegreein a technical fieldpreferred
PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process please let us know by emailing
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Required Experience:
IC
