Technical Support Specialist

InfoTrack US•New York, NY

16h

About The Position

As a Technical Support Specialist, you provide Tier 2 support across InfoTrack’s production applications and service suite. You act as the bridge between Customer Support and Engineering, handling complex technical troubleshooting, reducing unnecessary escalations, and ensuring only well-documented, reproducible issues are passed to Engineering. You also proactively monitor system performance, error logs, and service health to identify and respond to issues or potential outages before they impact clients. In doing so, you help drive timely internal escalation and minimise client disruption through early detection and resolution.

Requirements

Strong troubleshooting and root cause analysis skills in SaaS applications and integrations
Ability to investigate issues using logs, session replay tools, API responses, and internal support tools
Working knowledge of SQL, JSON, XML, and REST APIs
Understanding of SSO, OAuth, tokens, permissions, and session related issues
Ability to identify and distinguish product defects, configuration issues, user error, vendor issues, and known issues.
Ability to translate technical issues into clear, client friendly language
Organized, thorough, and detail oriented
Ability to work independently and in a team
Experience with ticketing, service management, monitoring, and diagnostic tools such as Jira, Salesforce, Postman, LogRocket, Datadog, and SQL clients
Bachelor’s degree in CS/Eng or equivalent experience in a related field
3+ years experience in a technical support role or related field
Demonstrated experience in a role requiring a great deal of problem-solving ability.

Nice To Haves

Exposure to legal tech, court filing, electronic filing management, or practice management system integrations is favorable
Familiarity with C#, .NET, and modern web application architecture

Responsibilities

Investigate and resolve complex client issues across product workflows, integrations, APIs, and system errors using logs, XML responses, and technical data to identify root cause and reproduce issues
Act as the gatekeeper for engineering escalations, ensuring tickets are clearly documented with reproduction steps, impact, and supporting information before routing
Accurately triage issues to determine whether they are bugs, user errors, or known issues, and route them appropriately
Proactively identify recurring issues and system patterns to reduce repeat incidents and improve overall product stability
Partner with Product and Engineering to drive systemic fixes and contribute to automation and tooling improvements
Provide hands-on, client-facing technical support, including step-by-step troubleshooting and participation in live client calls for complex issues
Translate technical concepts into clear, simple language for clients during support interactions
Take ownership of high-impact or sensitive client issues to ensure a smooth, end-to-end resolution experience
Create and maintain internal troubleshooting guides, playbooks, and known issue repositories to support faster resolution and consistency
Train and support Customer Support Specialists on common technical issues and resolution approaches
Collaborate closely with Customer Support, Engineering, and Product teams to resolve issues efficiently and share actionable insights on client pain points.

Benefits

401(k) Match
Medical, Dental, & Vision Insurance
Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
20 Days of Paid Time Off (PTO)
11 Paid Holidays
“Be Me Time” off for mental health, re-charging, volunteering
Matching Gift Program

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