{"id":1438876,"url":"https://alion.io/job/mindex-product-support-specialist-remote","title":"Product Support Specialist - Remote","company":{"id":683935,"name":"Mindex","domain":"mindex.com","url":"https://alion.io/company/mindex-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"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":["Rochester, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":52000,"max":72000,"currency":"USD","period":"year","gross":null,"usd_annual":72000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-19T12:23:12Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Mindex is looking for an experienced Support Specialist who provides exceptional functional and technical support across out K-12 education product suite, including SchoolTool, Advanced Analytics, Mindex Integration Platform, ClearTrack, and MTSS Edge. This Support Specialist will have a primary focus on (but not limited to) Special Education (SPED), Academic Intervention Services (AIS), and Medicaid billing and compliance applications. This role serves as a trusted resource for school districts, educational agencies, and internal teams by troubleshooting application issues, providing product guidance, supporting regulatory compliance workflows, and ensuring successful customer adoption of software solutions.\nThe ideal candidate possesses strong customer service skills, experience supporting K-12 educational programs, and an understanding of special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.\nWe welcome candidates from a variety of locations; however, all candidates should be open to occasional in-person participation for business meetings, team events, or collaboration opportunities. Candidates located within approximately 35 miles of Rochester, NY may be asked to work from the office more frequently based on business or team needs.\nCompensation\n$52,000 - $72,000\nWhat You'll Accomplish\nTriage customer chat requests and service desk tickets for Mindex product applications including server and/or database troubleshooting (errors, profiling, etc.) \nTroubleshoots Mindex product applications, server and database related tickets and escalates to the next level when further investigation and documentation is required. \nWorks with customers to document and reproduce issues; documents the scope and customer criticality of issues identified as defects/bugs. \nAssists in the deployment of custom reports and procedures. \nMonitoring the Service Desk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and developing documentation (e.g. FAQ) \nIdentifies product application, server, and database related trends in support issues and suggests product enhancements that will facilitate improved service. \nContributes to the management of critical incidents as needed to drive towards a solution or de-escalation of the incident, providing updates to internal and external stakeholders. \nContributes to development, planning and execution of departmental goals (OKR) and initiatives. \nAssisting with customer meetings and attending conferences as a subject matter expert. \nAct as the primary point of contact for assigned customers, as needed. \nRequirements\nExcellent technical troubleshooting and documentation skills \nA natural curiosity and willingness to learn \nStrong initiative and follow-through skills \nStrong focus on exceptional customer service \nStellar communication skills; ability to communicate at all levels within an organization \nHighly organized and accurate \nBachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting) \nExperience providing technical support for a software product, preferably educational software (K-12) \nKnowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.\nEducation & Experience\nBachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting) \nExperience providing technical support for a software product, preferably educational software (K-12) \nKnowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings. \nWhy Join Mindex?\nFor more than 30 years, Mindex has helped organizations solve complex business challenges through custom software, cloud, data, and AI solutions. We combine deep technical expertise with a collaborative culture that empowers our employees to innovate, grow, and make a meaningful impact for our clients.\nIn our Product division, our teams have built platforms such as SchoolTool, Advanced Analytics, and our Integrations Platform from the ground up, while also supporting solutions like MTSS Edge and ClearTrack that help schools and organizations make smarter, data-driven decisions\nBenefits\nFlexible Time Off\nMedical, Dental, and Vision Insurance\n401(k) with Company Match\nCompany-Paid Life and Disability Insurance\nProfessional Development Opportunities\nAdditional Information\nApplicants must be authorized to work for any employer in the United States. Mindex is unable to sponsor employment visas at this time.\nPhysical Requirements/Conditions\nProlonged periods sitting at a desk and working on a computer.\nNo heavy lifting is expected. 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