Software Technical Support
Not Disclosed•Full-TimeRemote
location_onPilot Point Commercial Historic District, West Liberty Street, Pilot Point, Denton County, Texas, 76258, United States
About the Role
The Software Technical Support Specialist serves as the primary bridge between our users and our software ecosystem. In this fully remote capacity, you will be responsible for delivering timely technical assistance, troubleshooting complex application issues, and ensuring a seamless customer experience. Your work directly impacts system functionality and user satisfaction by resolving software-related challenges through phone, email, chat, or remote support sessions.
You will collaborate closely with engineering, product, QA, and customer success teams to identify root causes, escalate intricate problems, and drive improvements in our support processes. This role is designed for a self-starter who thrives in a distributed environment, capable of managing priorities independently while maintaining high standards of service.
Work Authorization
This is a fully remote position; however, applicants must currently reside in the United States and be legally authorized to work in the U.S. Applications from individuals residing outside the United States will not be considered.
Work location
Work model: Remote
Pilot Point Commercial Historic District, West Liberty Street, Pilot Point, Denton County, Texas, 76258, United States
Pilot Point, Texas
Key Responsibilities
- check_circleProvide technical support for software applications, platforms, and user systems
- check_circleDiagnose and troubleshoot software issues through phone, email, chat, or remote sessions
- check_circleDocument technical issues, resolutions, and support activities accurately
- check_circleEscalate complex technical problems to engineering or development teams when necessary
- check_circleAssist with software installations, updates, configurations, and user onboarding
- check_circleMonitor support tickets and ensure timely issue resolution
- check_circleCreate and maintain support documentation, knowledge base articles, and user guides
- check_circleEducate users on software functionality and best practices
Requirements
- verifiedAssociate or Bachelor's degree in IT, CS, or related field
- verified2–5 years of experience in technical support or IT roles
- verifiedCurrently reside in the United States
- verifiedLegally authorized to work in the United States
Nice to Have
Experience with ticketing and support tools such as Zendesk, ServiceNow, or Jira Service Management. Familiarity with remote support software such as TeamViewer or AnyDesk. Experience supporting SaaS products, enterprise applications, or cloud-based platforms. Knowledge of databases, APIs, or scripting languages. Technical certifications such as CompTIA A+, ITIL, or Microsoft certifications.
Benefits & Perks
check_circleComprehensive medical, dental, and vision insurancecheck_circle401(k) retirement plan with employer matchingcheck_circlePaid time off including vacation, holidays, and sick leavecheck_circleLife insurance and disability coverageProfessional development and certification reimbursement
