Technical Support I

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support I based in United States.

This role provides technical support for a widely used learning management platform serving educational institutions and their students and faculty.

You will manage customer issues ranging from application functionality and databases to operating systems, networking, performance, and upgrades.

The position combines hands-on troubleshooting with strong customer communication and end-to-end issue ownership.

You’ll work in a 24x7 support environment alongside account managers, engineers, cloud teams, developers, and other specialists.

Success depends on resolving issues within service levels while maintaining a high standard of customer satisfaction.

You’ll also analyze recurring issues, identify trends, and contribute knowledge that improves support for both customers and colleagues.

This is an opportunity to build deep expertise in enterprise SaaS, web technologies, databases, and technical customer support.

Accountabilities

• Manage the resolution of technical issues for an assigned portfolio of enterprise customers, primarily system administrators supporting mission-critical educational services.
• Troubleshoot complex web applications across software functionality, application servers, databases, operating systems, performance, installations, migrations, and product upgrades.
• Provide responsive, professional customer management through clear communication, timely follow-up, and advocacy for customer issues.
• Prioritize multiple issues with different levels of severity and ensure they are progressed and resolved within established service levels.
• Maintain accurate CRM records, documenting troubleshooting activity, issue status, and relevant customer information.
• Keep customers and internal stakeholders informed about the progress and resolution of open issues.
• Analyze customer trends and identify potential risks, recurring problems, and opportunities for improvement.
• Collaborate with account managers, peers, escalation teams, product support engineers, cloud teams, and developers to resolve complex issues.
• Research problems using available technical resources, tools, documentation, and internal knowledge networks.
• Draft and review knowledge base articles covering known issues and frequently recurring technical problems.
• Contribute to the ongoing development of team knowledge and support resources.

Requirements

• 2-4 years of experience in a client-facing enterprise product support environment, with strong analytical, troubleshooting, and customer-handling capabilities.
• Exceptional written, verbal, and listening communication skills, with fluency in written and spoken English.
• Demonstrated ability to work independently and effectively in a self-directed remote environment.
• Strong understanding of system and database administration principles.
• Experience with PostgreSQL and Microsoft SQL Server, including troubleshooting, configuration, maintenance, and performance tuning.
• Knowledge of internet application technologies, including HTML, CSS, XML, JavaScript, networking, internet protocols, firewalls, web server configurations, Java-based application architectures, and internet security.
• Working familiarity with multiple operating systems, including UNIX/Linux and Windows.
• Familiarity with configuring multi-node environments supporting enterprise-level applications.
• Knowledge of technologies such as Struts, Tomcat, or WebLogic.
• Strong research and problem-solving skills, with the ability to investigate complex technical issues using multiple resources.
• Ability to manage competing priorities while maintaining ownership and attention to detail.
• U.S. citizenship and authorization to work in the United States are required; visa sponsorship or immigration support is not provided for this position.

Benefits

• Base salary range of $65,300-$81,600 USD, depending on experience, skills, internal equity, and location.
• Additional compensation opportunities may be available through company bonus programs.
• Benefits package provided in addition to base compensation.
• Remote work opportunity within the United States.
• Opportunity to work in a collaborative, global customer support environment.
• Exposure to enterprise SaaS, education technology, databases, web applications, cloud environments, and modern support practices.
• Opportunity to develop technical expertise while collaborating with engineers, developers, cloud specialists, and other technical teams.
• Role within a technology environment focused on improving digital teaching and learning experiences.