Technical Support Engineer II

🔥 1 hour ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $42.1k - $76.4k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Manage and resolve Tier 2 customer escalations • Investigate and troubleshoot complex software, configuration, and integration issues • Own customer issues from escalation through resolution • Collaborate with Engineering and Development teams to resolve technical issues and product defects • Create and maintain case documentation and bug reports • Prioritize and manage a high-volume case queue • Meet and exceed established benchmarks and expectations • Stay current on key support topics, product knowledge, and required technical and soft skills • Provide expert, professional, courteous, and timely customer support • Perform all other duties as assigned

🎯 Requirements

• 2 to 4 years of relevant and related work experience • Associate's degree or equivalent, or equivalent years of relevant work experience • Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc. • 2+ years of experience in technical support, software support, application support, or customer escalations • Experience troubleshooting complex software issues and driving cases to resolution • Experience managing multiple priorities in a fast-paced environment • Salesforce experience required (Bomgar preferred) • Working knowledge of Jira, APIs, SQL, and relational databases • Familiarity with cloud-based technologies • Experience working with Engineering or Development teams to resolve technical issues • Experience in K-12 education technology, SIS platforms, or a school district environment 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