Technical Support Specialist I

🕒 May 21

🇺🇸 United States – Remote

💵 $49k - $57k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Jenzabar

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

📚 Education

☁️ SaaS

🏢 Enterprise

💰 $60M Private Equity Round on 2000-04

Education • SaaS • Enterprise

Jenzabar is a leading provider of software and services dedicated to higher education institutions. The company's flagship product, Jenzabar One, is a unified cloud platform designed to streamline campus operations and enhance student success. Jenzabar offers a comprehensive suite of solutions including student information systems (SIS), analytics, eLearning, financial management, recruitment, retention, and human capital management tailored specifically for colleges and universities. The company's innovative products empower educational institutions to improve efficiency, engage students, and drive institutional growth.

📋 Description

• Provide prompt, professional technical support for Jenzabar 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

🎯 Requirements

• Experience troubleshooting web applications or enterprise software • Functional knowledge of accounting principles (Accounts Receivable, Accounts Payable, General Ledger, Purchasing) AND/OR Experience working in a Business Office or similar financial operations role • 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 • 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 Jenzabar One (J1), JICS, or Jenzabar business office modules (Accounts receivable, general ledger, payroll, etc.) • Strong functional understanding of how processes and data flow within Jenzabar products • Ability to translate campus needs into product troubleshooting

🏖️ Benefits

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