Senior Technical Support Engineer
PowerSchool Group LLC•,
•$42,100 - $76,400
About The Position
The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to ensure maximum customer satisfaction while reaching our organizational goals.
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
- Maintaining a positive attitude and fostering a collaborative and unified work environment.
- Associate’s degree or equivalent work experience, bachelor's degree in a technical field preferred
Responsibilities
- Serves as the initial point of contact for customer requests via phone, email, and chat, assessing urgency and impact to effectively prioritize technical issues related to hardware, software, networking, and related technologies
- Diagnoses technical problems, conducts research, and implements effective resolutions, maintaining ownership through follow up and ensuring customer expectations are met
- Escalates complex or high severity issues to the appropriate teams while remaining accountable for coordination, communication, and resolution outcomes
- Accurately logs, tracks, and documents all customer interactions, troubleshooting actions, and resolutions within the case management system
- Produces standard statistical reports, such as help desk incident reports
- Collaborates and consults with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements
- Participates in software and hardware testing to evaluate usability, performance, and alignment with customer workflows
- Demonstrates flexibility to support business needs by working assigned shifts, including variable schedules and designated holidays as required
- Adapts to changing responsibilities and task assignments based on the products supported and evolving organizational priorities
- Creates and maintains knowledge base articles for both internal teams and customer self‑service resources
- Performs other duties as assigned, including participation in special projects and additional technical support initiatives
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
- Pet Insurance
- Identity Theft Protection
- Student Debt Repayment Program
- Prepaid Legal coverage
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
