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Lead Technical Support Engineer

Experienced

PowerSchool | Support

This position, under the general direction of both the supervisor and manager, provides technical support for our
award-winning K-12 software systems. This position provides world class solutions-oriented technical support with
a strong focus on customer service that is designed to maximum customer satisfaction. This position requires the
employee to become proficient with all aspects of the application software functionality in order to accurately
analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with
customers via telephone and written internet based communication. Additionally, this position will mentor, coach,
and answer questions for fellow employees.

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

• Provides application support relating to software functionality, incident resolution and systems
configuration, through various mediums, including case escalations, phone, email and chat.
• Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with
customers as needed, escalating more complex cases to the appropriate team
• Logs and tracks calls using problem management database and maintains history records and related
problem documentation
• Meet and exceed established benchmarks and expectations
• Prepares standard statistical reports, such as help desk incident reports
• Attend meetings/liaise with other departments, ie development, compliance, to identify case
resolutions and triage
• Compile and lead “Brown Bag” sessions / Trainings
• Review and provide content for Knowledgebase
• May test software and hardware to evaluate ease of use and whether product will aid user in performing
work
• Provide expert, top quality customer support, including professional, courteous and timely communication
during all levels of interaction.
• Mentor and coach employees, first level response for employee questions, and lead team meetings
• All other duties as assigned

Skills & Requirements

Qualifications include:

• 4+ years’ prior experience in a technical support role
• Minimum 2 years’ experience in an escalations role
• Proficient in Microsoft Office suite
• Salesforce experience required (and Bomgar is applicable)
• Proficiency with Jira, API, and Confluence Required
• Familiarity with Cloud based technologies
• Good knowledge and understanding of SQL queries and relational databases
• Strong attention to detail and time management
• Strong oral and written communication skills
• Strong customer service and conflict resolution skills
• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule
changes
• Associate’s degree or equivalent work experience, Bachelor’s degree preferred