Technical Support Specialist I

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $47k - $56k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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 functional and system-level issues • Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows • Prioritize multiple cases while balancing urgency, impact, and customer expectations • Communicate with customers, peers, Cloud Ops, Product, and Engineering teams • Document findings, steps, and solutions for customers and the internal knowledge base • Liaise between Support and Product Development, escalating issues with complete and accurate context • Increase product and technical expertise through training, documentation, and hands-on learning

🎯 Requirements

• Experience troubleshooting web applications or enterprise software • Functional knowledge of higher education registration, financial aid, or other areas related to students and enrollment • 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, including following through, escalating early, and closing the loop • Collaborative mindset; ability to work effectively with Product, Cloud Ops, peers, and leadership • Adaptability to frequent changes 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 • 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 • Familiarity 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 • Strong functional understanding of how processes and data flow within Jenzabar products • Ability to translate campus needs into product troubleshooting • Applicants must not require employer-sponsored work visas

🏖️ Benefits

• Medical Insurance • Life Insurance • Dental Insurance • Vision Insurance • PTO • Paid Parental Leave • Paid Holidays • Short Term Disability • Long Term Disability • 401K • Educational Assistance • Annual bonus eligibility • Full range of benefits