BenTech Partner Support Specialist (Hybrid)

Guardian Life Insurance Company • Boston, NY

6d • Hybrid

About The Position

Guardian is seeking a BenTech Partner Support Specialist to join its Digital team and support its network of benefits technology partners. The role provides escalated support to clients and partners, helping resolve technical issues, facilitate successful integrations, and deliver a seamless customer experience. The specialist troubleshoots technology issues, manages cases, builds relationships, and works across business and technology teams to improve the support model and Guardian’s digital ecosystem.

This is a hybrid position requiring three days per week in a Guardian office. Preferred locations are Boston, MA; Bethlehem, PA; New York, NY (Hudson Yards); or another Guardian office location based on business needs. Up to 10% travel may be required for internal collaboration, partner meetings, training, and team events. The stated annual base salary range is $82,770 to $135,975; the role may also be eligible for annual, sales, or other incentive compensation. Salary is determined based on the successful candidate’s education, experience, knowledge, and abilities.

The position reports to the Partner Support Leader within Guardian’s Digital organization. Guardian describes its colleague support as including skill-building, leadership development, and philanthropic opportunities, and states that it offers contemporary, supportive, flexible, and inclusive benefits and resources to full-time eligible employees. Interns are not eligible for most company benefits.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 3 years of experience in customer support, technical support, partner support, or a related client-facing role.
• Experience supporting SaaS platforms, benefits technology solutions, or digital products.
• Strong problem-solving and analytical skills, including the ability to diagnose and resolve technical issues.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
• Experience using ticketing and case management systems to document and track customer issues.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Ability to work effectively in a cross-functional, collaborative environment.

Nice To Haves

• Experience supporting benefits administration, HRIS, payroll, or human capital management platforms.
• Understanding of EDI processes, APIs, integrations, and data file transfers.
• Experience troubleshooting enrollment, eligibility, and data exchange issues.
• Knowledge of insurance, employee benefits, or benefits administration ecosystems.
• Experience developing knowledge base articles, support documentation, or self-service resources.
• Experience delivering training sessions or customer enablement programs.

Responsibilities

• Serve as escalated support for partner and customer inquiries through email, phone, and digital channels, providing timely and effective resolutions.
• Troubleshoot and resolve technical issues involving integrations, EDI file transmissions, API connections, enrollment processing, and platform functionality.
• Document, manage, and track customer cases through resolution while meeting established service level agreements.
• Identify recurring issues and trends, escalate complex matters as needed, and partner with internal teams to develop long-term solutions.
• Educate internal teams about platform capabilities, reporting tools, integration processes, and best practices to improve adoption and self-service success.
• Create and maintain knowledge base articles, FAQs, and support resources.
• Collaborate with Partner Support Leadership, Strategic Channel Managers, API Solution Leads, and Development teams on service delivery, new partner connectivity, and future-state testing, validation, defect triage, and production readiness for integrations and platform enhancements.
• Provide customer feedback and insights to help improve product functionality, usability, and client satisfaction.

Benefits

• Skill-building opportunities.
• Leadership development opportunities.
• Philanthropic opportunities.
• Contemporary, supportive, flexible, and inclusive benefits and resources for full-time eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level