Technical Support Specialist
Job Category: Application Support
Schedule: Full-Time
SoftWriters - HQ
Pittsburgh, PA 15237, USA
Overview:
The Technical Support Specialist is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade our API integrations and services in their nuanced Microsoft Windows environments.
Responsibilities:
1. Customer Support:
Field customer inquiries related to API features, functionality, and integration.
Verify and triage bugs and API product issues.
Troubleshoot, identify and help to resolve network and security issues promptly to minimize downtime for the client
Document installation procedures, configurations, and troubleshooting steps for reference and knowledge sharing.
2. Technical Expertise:
Engage in development discussions to create or improve internal processes and systems.
Collaborate with development teams to ensure seamless installations and integration of applications with the web API.
Provide practical, hands-on experience in supporting new and modified web application components.
Troubleshoot issues related to API usage and connectivity
Provide documentation and guidelines for API implementation
3. Technical Leadership:
Act as a client champion, maintaining a long-term perspective in client relations.
Provide technical leadership in the maintenance and support impacts of strategic API design decisions.
Keep up-to-date with industry trends, API standards, and best practices
Minimum Requirements
Education: Bachelors degree in Information Technology and/or equivalent education as well as experience in computer, software, or a related field
Experience: Minimum of 2 years in technical customer support or a related field.
Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.
Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).
Certifications: CompTIA A+ and CompTIA Network+ certifications are preferred. Familiarity with X509 certificates is a plus.
Customer-Centric Approach: Strong commitment to providing excellent customer service.
Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.
Communication: Excellent verbal and written communication skills.
Hybrid Work Environment: Comfortable working both remotely and on-site
Experience with scripting languages (e., PowerShell) is a plus.
Qualifications:
Behaviors Preferred
Team Player: Works well as a member of a group
Thought Provoking: Capable of making others think deeply on a subject
Functional Expert: Considered a thought leader on a subject
Detail-Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic: Shows intense and eager enjoyment and interest
Innovative: Consistently introduces new ideas and demonstrates original thinking
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations Preferred
Job Security: Inspired to perform well by the knowledge that your job is safe
Peer Recognition: Inspired to perform well by the praise of coworkers
Self-Starter: Inspired to perform without outside help
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Goal Completion: Inspired to perform well by the completion of tasks
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Financial: Inspired to perform well by monetary reimbursement
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
SoftWriters, Inc. is an equal-opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, national origin or citizenship status, age, disability, genetic information, or veteran status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
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