Technical Support Engineer II

PowerSchool Group LLC • Dallas, TX

13d • $42,100 - $76,400 • Onsite

About The Position

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction while achieving organizational goals. This role serves as a Tier 2 escalation resource responsible for advanced troubleshooting, issue resolution, and collaboration with internal teams to resolve complex customer issues.

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., with increased frequency during peak periods based on business demands.
• 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.

Nice To Haves

• Experience in a Tier 2 support, escalations, or advanced troubleshooting role.
• Salesforce experience required (Bomgar preferred).
• Working knowledge of Jira, APIs, SQL, and relational databases.
• Familiarity with cloud-based technologies.
• Strong communication, customer service, and time management skills.
• 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.
• Associate's degree or equivalent work experience; Bachelor's degree preferred.

Responsibilities

• 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 all key support topics, including product knowledge and required technical and soft skills.
• Provide expert, top-quality customer support, including professional, courteous, and timely communication.
• All other duties as assigned.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree