{"id":2386151,"url":"https://alion.io/job/hsi-advanced-technical-support-specialist","title":"Advanced Technical Support Specialist","company":{"id":5867,"name":"HSI","domain":"hsi.com","url":"https://alion.io/company/hsi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":141000,"period":"year","method":"role_country_seniority_unknown","sample_n":1646},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T20:17:10Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T20:12:35Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The HSI Systems Advanced Technical Support Specialist provides advanced technical support to customers across HSI's software solutions. This role serves as a platform subject matter expert, helping customers and internal teams resolve complex technical, configuration, integration, and data-related issues that extend beyond frontline support.\nOperating in a high-volume support environment, this position is responsible for troubleshooting advanced platform issues, supporting data imports and migrations, assisting with system configurations, and determining whether reported behavior is functioning as intended or requires escalation to Product and Development teams.\nSupport is primarily handled via email and internal collaboration with Customer Success, Sales, Product, and Development teams. The role also includes direct customer interaction, requiring clear and professional communication through email, as well as occasional phone and video calls.\nThis position is well-suited for someone who is highly analytical, enjoys solving complex technical problems, is comfortable working with data and Excel, and can bridge the gap between customers and technical teams.\nWhat You'll Do\nInvestigate and resolve advanced technical issues, including system errors, data discrepancies, configuration challenges, integration issues, and customer escalations.\nAnalyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions.\nServe as a platform subject matter expert, supporting configuration changes, customer setup activities, data imports/exports, site restructuring, and platform administration.\nPerform large-scale customer requests, including bulk data imports, platform upgrades, customer migrations, and organizational restructuring activities.\nSupport and troubleshoot integrations, including HRIS systems, single sign-on (SSO), APIs, and other connected technologies.\nPerform data audits to ensure accuracy, consistency, and proper data mapping.\nReview and resolve data discrepancies and outliers, identifying patterns and recommending improvements.\nPartner with Customer Success and Account Managers by occasionally joining client calls (1-2 times per week) to provide clear, customer-friendly technical support.\nAssist implementation teams with system setup, data population, migrations, and customer onboarding activities.\nConduct quality assurance reviews to ensure configurations meet requirements and function as expected.\nPartner with Product and Development teams to analyze technical issues, identify potential defects, validate expected platform behavior, test fixes, and support customer-impacting enhancements.\nMaintain accurate documentation and case tracking in Salesforce, ensuring tickets are resolved within SLA guidelines.\nAct as a technical resource with deep understanding of company products, platform functionality, data architecture, integrations, and APIs.\nIdentify recurring issues and contribute to process and system improvements.\nMaintain accurate records of all activities in Salesforce.\nWhat We're Looking For\nStrong problem-solving skills with the ability to troubleshoot complex system and data issues.\nHigh level of comfort working with data, particularly in Excel.\nAbility to think critically and work through ambiguous problems independently.\nStrong attention to detail and understanding of how data impacts overall system performance.\nAbility to distinguish intended system behavior from software defects and communicate findings effectively to both technical and non-technical audiences.\nClear communicator who can explain technical concepts in a user-friendly way.\nOrganized and able to manage multiple priorities effectively.\nRequirements\nBachelor's degree preferred (or equivalent combination of education and experience).\n2+ years of experience in technical support, system configuration, software administration, or supporting SaaS platforms.\n4+ years of overall technical, systems, or software support experience preferred.\nStrong working knowledge of Microsoft Excel, including: \nFormulas (such as VLOOKUP/XLOOKUP and IF statements)\nData cleanup and manipulation\nPivot tables\nWorking with imports, exports, CSV files, and moderately complex datasets\nCandidates do not need expertise in every advanced Excel function on day one, but should have a solid foundation in formulas, data analysis, and data management concepts.\nExperience in a customer-facing role, with the ability to communicate directly with clients and explain technical concepts in a clear, professional, and user-friendly manner. \nThis may include experience in technical support, customer support, implementations, customer success, or client services.\nStrong technical aptitude and ability to learn new systems quickly.\nExperience supporting software integrations, APIs, SSO, HRIS platforms, or similar connected systems preferred.\nExperience with Learning Management Systems (LMS) or other SaaS software platforms preferred.\nFamiliarity with databases, data structures, or data mapping concepts is a plus.\nBenefits\nFull Healthcare: Health, dental, vision, and more \nSupport & Growth: Parental Leave, Tuition Reimbursement, Volunteer Time, and more for your personal and professional development.\nLearning & Development: Unlimited resources via HSI's Learning Management System and career training.\nRemote Work: Work from anywhere that boosts your productivity.\nFlexible Vacations: Take needed breaks with our generous time-off policy.\nRetirement Security: Benefit from our $1:$1 company match for retirement 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