As a key member of the Signiant Technical Support team, the Technical Support Specialist will provide expert-level technical assistance and strategic support to Signiant’s customers, partners, and cross-functional teams. This role involves complex issue resolution, participation in support process improvement, assistance with professional service projects focused on product customization and integrations, deploying Signiant software solutions, onboarding new customers, and proactive engagement in optimizing team tools, processes, and customer issues. This individual will drive and support internal initiatives, occasionally lead escalations, and act as a liaison with the engineering team to guide solutions resolving customer-reported bugs and issues.

Essential Functions

• Own and Resolve Advanced Technical Issues:  Provide exceptional, senior-level support by diagnosing and resolving complex technical issues for customers, partners, and sales engineers, demonstrating technical leadership and initiative.
• Deployment and Customer Onboarding:  Manage the deployment of Signiant software solutions, ensuring smooth transitions for new customers and providing comprehensive onboarding to maximize product adoption and success.
• Customer Impact Focus:  Act as the primary point of escalation for challenging, high-impact technical issues, driving timely and effective resolutions for mission-critical customer needs.
• Assist in Professional Services:  Assist with professional service projects aimed at product customization and integrations, coordinating with customers to understand requirements and deliver solutions aligned with their business needs.
• Critical Availability:  Provide on-call support for critical escalations outside standard business hours as needed, prioritizing rapid resolution and customer satisfaction.
• Cross-functional Collaboration:  Work closely with development, QA, and product management teams to assist in developing and testing patches, updates, and scripts for issue resolution and software enhancements.
• Team Mentorship and Skill Development:  Mentor junior team members, fostering skill enhancement and knowledge-sharing across the support team.

Knowledge, Skills, and Abilities

• Experience & Expertise:
  • Minimum of 5 years of experience in technical support or related fields in a software company, with a track record of successfully managing complex production environments.
  • Hands-on experience with Windows, Linux, and Mac OS environments, as well as multi-platform troubleshooting.
  • Networking knowledge, including TCP/IP, DNS, and SSL, with experience in packet capture and analysis.
• Technical Proficiency:
  • Background in cloud infrastructure services (AWS, Azure, GCP) and familiarity with modern cloud-native architectures.
  • Familiarity in database administration (e.g., MySQL, PostgreSQL) and system automation tools to enhance support processes.
  • Competency in scripting or coding in one or more languages and familiarity with automation tools.
  • Experience with real-time data integrations using webhooks, API listeners, and other middleware solutions to enhance system interoperability.
• Analytical & Troubleshooting Skills:
  • Strong diagnostic skills and proficiency in root-cause analysis, with the ability to implement proactive, preventative measures.
  • Ability to synthesize data insights to predict and address system bottlenecks and inefficiencies.
• Communication:
  • Exceptional communication skills, both written and verbal, for conveying complex technical information to both technical and non-technical audiences.
  • Proven ability to contribute to support projects and initiatives, with a strong focus on customer satisfaction, teamwork, and collaboration.

Additional Desirable Skills:

• Experience in technical support leadership roles, with the ability to delegate, prioritize, and coach effectively.
• Expertise in technical documentation and knowledge management systems to empower both internal teams and end-users.
• Ability to work flexible hours to support a 24/7 environment and provide guidance in high-pressure, critical situations.

Work Environment/Physical Demands:

This job operates in a professional office environment.  This role routinely uses standard home office equipment such as computers, webcams, and digital communication software. 

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Hearing. Ability to receive detailed information through oral communication and to make discriminations in sound. 

Visual Acuity. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data, viewing a computer screen, and extensive reading. 

Additional Eligibility Requirements:

Availability to work nights, and early mornings as needed

Affirmative Action/EEO Statement 

It is the policy of Signiant to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.