Technical Support Specialist â Tier 2 (Seminaries & Institutes)
Technical Support Specialist â Tier 2 (Seminaries & Institutes)
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Salary Not Disclosed
1 Vacancy
Job Description
This position serves as a Tier 2 Technical Support Specialist for the software and systems used by Seminaries & Institutes of Religion worldwide. It involves resolving complex technical issues escalated from frontline support providing thoughtful user assistance and collaborating cross-functionally with product and engineering teams. This hybrid role requires both strong independent work skills and close team collaboration.
This position offers a hybrid work schedule with the expectation to work in the office one day per week.
Responsibilities
Provide Tier 2-level support for escalated tickets via ticketing systems virtual meetings email and phone.
Troubleshoot and resolve technical issues related to applications accounts and systems using logs error messages and user replication.
Serve as a liaison between users engineering teams and Product Managers to ensure timely resolution and clear communication.
Manage and prioritize support tickets in alignment with service level agreements (SLAs).
Document complex incidents clearly for knowledge sharing and escalation.
Assist in developing support and maintenance plans for S&I platforms and tools.
Report and validate software bugs in collaboration with engineering; participate in testing and provide user-focused feedback.
Create and maintain clear helpful support content including FAQs and knowledge base articles.
Support users through remote software updates and feature rollouts.
Deliver training and walkthroughs to end users or team members virtually or in person.
Participate in team syncs and knowledge-sharing initiatives while working independently in a hybrid environment.
Perform additional duties and project-based assignments as directed by support leadership.
Work with professionalism and divine guidance to support the Churchs mission through technology.
Qualifications
13 years of experience in technical or IT support roles.
Bachelors degree in information systems Computer Science Business Technology or related field (preferred).
Strong technical troubleshooting skills across desktop web and cloud-based systems.
Familiarity with system administration tasks including software updates and account configuration.
Ability to follow structured processes and adapt to changing needs.
Experience with ticketing systems (e.g. Zendesk ServiceNow) and remote support tools.
Proficiency with Microsoft Office Teams and Outlook.
Skilled in technical writing and documentation for end users and internal support.
Excellent written and verbal communication skills; able to explain complex concepts clearly.
Self-motivated organized and effective in both collaborative and independent work.
Required Experience:
Unclear Seniority
Employment Type
Part-Time
