Software Support Specialist

Brief Description

The Software Support Specialist provides essential technical assistance for our custom software platforms and their underlying cloud infrastructure. This role serves as the bridge between our end-users and the engineering team, focusing on resolving technical hurdles, managing user access, and ensuring a seamless platform experience. This is a junior-level position designed for a proactive problem-solver with a base-level understanding of cloud environments and a passion for high-quality technical support.

This position can be performed remotely.

Essential Functions

• Platform & Technical Support: Serves as the first line of defense for internal and external support requests, managing the full lifecycle of tickets within Jira.
• Platform Integration Troubleshooting: Performs platform integration troubleshooting within the Google Admin Console and GCP IAM permissions to ensure users have secure and appropriate access.
• System Troubleshooting: Conducts root cause analysis on platform bugs or performance issues, escalating complex infrastructure problems to senior engineers when necessary.
• Data Investigation: Utilizes a basic understanding of SQL to query databases, verify data integrity, and troubleshoot user-reported data discrepancies.
• Effective Communication: Provides clear, concise, and easy-to-understand technical responses to users while providing detailed technical briefings to the development team.
• API Support & Troubleshooting: Assists in supporting the company’s public API platform by investigating API-related issues, validating requests/responses, and helping users understand authentication, endpoints, and error handling.
• Documentation: Helps maintain "how-to" guides, knowledge base, and troubleshooting documentation to improve self-service support and internal team efficiency.
• Collaboration: Works closely with engineering and product teams to test new features and provide feedback based on common user pain points.
  
  

What We Will Give You For Your Hard Work

• $65K Annual Salary DOE
• 401(k) with generous company match and immediate vesting
• Excellent Non-Accrued Paid Time Off policy
• Up to 80 hours Sick Time per year
• 96 hours off per year for volunteer opportunities
• 10 paid holidays per year
• Award winning work environment
• Development Reimbursement of $1000 per year
• Medical, Dental, Vision, Voluntary Benefits, Pet Insurance, and more
  
  

Knowledge, Skills & Abilities

• Technical Troubleshooting: Strong ability to diagnose software issues and identify whether they are user error, platform bugs, or environment-related.
• Cloud Awareness: Foundational understanding of cloud concepts (specifically GCP) and how identity and access management (IAM) functions.
• Communication Excellence: Highly effective verbal and written communication skills; able to explain technical concepts to non-technical audiences.
• Tool Proficiency: Experience or high teachability in Jira, Google Admin Console, GCP, and basic command-line tools.
• SQL Basics: Ability to run basic select statements and filters to investigate platform data.
• API Fundamentals: Basic understanding of RESTful APIs, including endpoints, authentication (e.g., API keys/OAuth), and common HTTP methods/status codes.
• Detail-Oriented: Strong organizational skills with the ability to manage multiple support tickets simultaneously without losing track of priority.
  
  

Values

• Carry passion.
• Desire excellence.
• Keep dreaming.
• Build community.
• Be Vivacious.
  
  

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field (relevant certifications or experience also considered).
• 1–2 years of experience in technical support, help desk, or a customer-facing technical role.
• Base-level experience with Google Cloud Platform and/or Google Workspace administration is highly preferred but not required.
• Proven track record of taking ownership of technical problems and seeing them through to resolution.
  
  

Additional Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer.