Software Technical Support

The Software Technical Support Specialist is responsible for providing technical assistance troubleshooting and customer support for software applications and systems. This role assists users with resolving software-related issues maintaining system functionality and ensuring a positive customer experience through timely and effective technical support.

The Software Technical Support Specialist collaborates with engineering product QA and customer success teams to identify solutions escalate complex issues and improve support processes in a fully remote environment.

This is a fully remote position; however applicants must currently reside in the United States and be legally authorized to work in the U.S. Applications from individuals residing outside the United States will not be considered.

Key Responsibilities

• Provide technical support for software applications platforms and user systems
• Diagnose and troubleshoot software issues through phone email chat or remote support sessions
• Document technical issues resolutions and support activities accurately
• Escalate complex technical problems to engineering or development teams when necessary
• Assist with software installations updates configurations and user onboarding
• Monitor support tickets and ensure timely issue resolution
• Create and maintain support documentation knowledge base articles and user guides
• Collaborate with internal teams to improve product performance and customer experience
• Educate users on software functionality and best practices
• Ensure compliance with company support standards and service-level agreements

Required Qualifications

• Associate or Bachelors degree in Information Technology Computer Science or related field preferred
• 25 years of experience in technical support software support help desk or IT support roles
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication abilities
• Basic understanding of software systems networking and operating systems
• Ability to explain technical concepts to non-technical users
• Strong customer service and problem-solving skills
• Ability to work independently and manage priorities in a remote environment

Preferred Qualifications

• Experience with ticketing and support tools such as Zendesk ServiceNow or Jira Service Management
• Familiarity with remote support software such as TeamViewer or AnyDesk
• Experience supporting SaaS products enterprise applications or cloud-based platforms
• Knowledge of databases APIs or scripting languages is a plus
• Technical certifications such as CompTIA A ITIL or Microsoft certifications preferred

Compensation

• Additional compensation may include bonuses or performance incentives

Benefits

Eligible employees may receive the following benefits:

• Comprehensive medical dental and vision insurance
• 401(k) retirement plan with employer matching
• Paid time off (PTO) including vacation holidays and sick leave
• Life insurance and disability coverage
• Flexible remote work environment
• Professional development and certification reimbursement
• Employee wellness and assistance programs
• Potential performance-based bonuses and incentives

Work Authorization Requirement

Applicants must meet the following requirements:

• Must currently reside in the United States
• Must be legally authorized to work in the United States
• Applications from individuals residing outside the U.S. will not be considered