Advanced Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and resolve complex technical problems, including system errors, data inconsistencies, configuration issues, integration challenges, and customer escalations.

• Analyze and troubleshoot data utilizing Excel and system tools to determine root causes and implement effective solutions.

• Act as a subject matter expert on the platform for configuration changes, customer setups, data imports/exports, site restructuring, and platform administration.

• Execute bulk data imports, platform upgrades, customer migrations, and activities related to organizational restructuring.

• Provide support and troubleshoot HRIS, SSO, API, and other integrated technology solutions.

• Conduct data audits, address discrepancies and outliers, and propose enhancements.

• Participate in client calls 1–2 times per week alongside Customer Success and Account Managers.

• Assist implementation teams with system configurations, data population, migrations, and onboarding processes.

• Carry out quality assurance evaluations of configurations.

• Collaborate with Product and Development teams to analyze issues, identify defects, validate platform functionality, test fixes, and facilitate enhancements.

• Maintain documentation and case tracking in Salesforce, resolving tickets within established SLA guidelines.

• Serve as a technical resource regarding company products, platform functionalities, data architecture, integrations, and APIs.

• Identify recurring issues and contribute to improvements in processes and systems.

• Keep accurate records of Salesforce activities.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, system configuration, software administration, or supporting SaaS platforms.

• Bachelor's degree preferred (or an equivalent combination of education and experience).

• Preferred 4+ years of overall experience in technical, systems, or software support.

• Strong proficiency in Microsoft Excel, including formulas like VLOOKUP/XLOOKUP and IF statements, data cleanup and manipulation, pivot tables, imports, exports, CSV files, and moderately complex datasets.

• Solid understanding of formulas, data analysis, and data management principles.

• Experience in a customer-facing role, such as technical support, customer support, implementations, customer success, or client services.

• Strong technical aptitude and ability to quickly learn new systems.

• Experience with software integrations, APIs, SSO, HRIS platforms, or similar connected systems is preferred.

• Familiarity with Learning Management Systems (LMS) or other SaaS software platforms is preferred.

• Knowledge of databases, data structures, or data mapping concepts is an advantage.

• Strong problem-solving skills and capability to troubleshoot complex system and data issues.

• Ability to think critically and navigate ambiguous problems independently.

• Strong attention to detail and comprehension of how data influences system performance.

• Ability to differentiate between intended system behavior and software defects, and effectively communicate findings to both technical and non-technical audiences.

• Clear and user-friendly communication of technical concepts.

• Ability to manage multiple priorities efficiently.

🏝️ Benefits

• Fully Remote Work: Operate in the environment that maximizes your productivity—we trust you.

• Unlimited PTO: Take time off when you need it—we promote work-life balance.

• Career Growth: Unlimited access to our Learning & Development library, including exclusive HSI LMS content.

• Well-Being First: Comprehensive medical, dental, vision, and mental health coverage.

• Secure Your Future: Generous $1:$1 401(k) company match—your future matters to us.