{"id":590144,"url":"https://alion.io/job/connectwise-technical-support-specialist-ii","title":"Technical Support Specialist II (Backup / Restore, Networking)","company":{"id":3532,"name":"ConnectWise","domain":"connectwise.com","url":"https://alion.io/company/connectwise","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":19,"ghost_share":0,"stale_share":0.842,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":13500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-10T09:47:01Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-10-29T06:27:23Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":48},"description":"ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.\nOur company is powered by our connections, our colleagues, and our community. And, we accept all kinds. \nGame-changers, innovators, culture-lovers-and humankind.\nWe invite discovery and debate. We recognize key moments as milestones. \nWe see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.\nCurious? Read this opportunity to learn how YOU can make a difference at ConnectWise!\nGeneral Summary:\nThe Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products. \nEssential Duties & Responsibilities:\nProvides support to cross-functional teams, with a high attention to detail\nResearches, analyzes, and documents findings\nMay influence others within the Technical Support team through the explanation of facts, policies, and practices\nInteracts with partners to provide technical support via email, phone, chat, cases, and remote sessions\nMonitors backup, off-site, and critical service failure events\nInvestigates and resolves reported failure incidents, escalating when necessary\nActs as first point of contact for escalated support cases\nMaintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction\nDiscusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies\nIdentifies and escalates trending issues and potential software defects to leadership and development\nContributes to written articles for internal and external knowledge base\nIdentifies and escalates situations requiring urgent attention to appropriate teams\nDocuments partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering\nHandles assigned support cases\nEngages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem\nCommunicates new release features and improvements to our partners that better their experience\nKnowledge, Skills, and/or Abilities Required:\nAbility to work independently on projects and processes with general supervision\nPractical knowledge of applicable work area\nAbility to situationally adapt and understand new technology/processes as per business requirement Strong customer service skills\nStrong desire to help our partners and peers\nStrong written and verbal communication skills\nStrong sense of ownership and accountability\nFamiliarity with backup technology\nKnowledge of virtualization and cloud technology\nUnderstanding of operating systems, such as Linux\nInterpersonal skills and willingness to work alongside multiple cross-functional teams\nOrganized and strong attention to detail\nPreferred: Basic understanding of IT, professional services, CRM, and ERP markets\nEducational/Vocational/Previous Experience Recommendations:\nBachelor’s degree required in related field or equivalent business experience\n2+ years of related experience\nExperience working in a technical service-oriented position\nPreferred: Experience troubleshooting Windows and Linux servers\nConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.\nThe statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at  or 1-800-671-6898.","description_format":"text","description_chars":5149,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RMM & MSP Software"],"lifecycle":[{"event":"open","at":"2026-09-10T09:56:07Z"},{"event":"close","at":"2026-09-18T18:15:54Z"},{"event":"reopen","at":"2026-09-25T06:31:18Z"}],"visa":[],"liveness":{"score":26,"band":"fade","label":"Fading","p_open":1,"p_active":0.48,"p_room":0.55,"age_days":48,"expected_fill_days":35,"reasons":["conf:3","stale_co","velocity","win:tail"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/connectwise-technical-support-specialist-ii","json_url":"https://alion.io/job/connectwise-technical-support-specialist-ii.json","meta":{"generated_at":"2026-10-29T08:09:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12487,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3532},"rest":"https://alion.io/mcp/rest/get_company?id=3532"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconnectwise-technical-support-specialist-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconnectwise-technical-support-specialist-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconnectwise-technical-support-specialist-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/connectwise-technical-support-specialist-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconnectwise-technical-support-specialist-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":590144}},{"tool":"search_jobs","arguments":{"company":"connectwise.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":590144},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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