Senior Technical Support Engineer

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $42.1k - $76.4k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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PowerSchool

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤖 Artificial Intelligence

Education • Artificial Intelligence • Software

PowerSchool is a leading provider of cloud-based K-12 education software, offering a comprehensive range of solutions to support educators, administrators, and families in enhancing student learning. Their products include tools for student information management, personalized learning, analytics, talent recruitment, and resource planning, all aimed at fostering student success and effective school operations. Through innovative technology and a commitment to meeting the diverse needs of educational institutions, PowerSchool empowers effective communication and collaboration within the educational ecosystem.

📋 Description

• Serve as the initial point of contact for customer requests via phone, email, and chat • Assess urgency and impact to prioritize technical issues related to hardware, software, networking, and related technologies • Diagnose technical problems, conduct research, and implement effective resolutions • Maintain ownership through follow-up and ensure customer expectations are met • Escalate complex or high-severity issues while coordinating communication and resolution outcomes • Log, track, and document customer interactions, troubleshooting actions, and resolutions in the case management system • Produce standard statistical reports, such as help desk incident reports • Collaborate with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements • Participate in software and hardware testing • Work assigned shifts, including variable schedules and designated holidays as required • Create and maintain knowledge base articles for internal teams and customer self-service resources • Participate in special projects and additional technical support initiatives

🎯 Requirements

• 2+ years’ prior experience in a technical support role, ideally in a SaaS software company • Proficient in Microsoft Office suite • Salesforce experience required • Prior CRM experience required • Strong attention to detail and time management • Strong oral and written communication skills in English • Strong customer service and conflict resolution skills • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes • Associate’s degree or equivalent work experience • Bachelor’s degree in a technical field preferred

🏖️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D) • Flexible Spending Accounts and Health Savings Accounts • Short-Term Disability and Long-Term Disability • Comprehensive 401(k) plan • Generous Parental Leave • Unrestricted paid time off (known as Discretionary Time Off - DTO) • Wellness Program, including ClassPass & Employee Assistance Program • Tuition Reimbursement • Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage