Technical Support Specialist- Swing Shift

The role focuses on supporting client environments, maintaining technical operations, troubleshooting issues, and improving processes to ensure reliable and effective service delivery.

• Use REST services and API tools such as Postman to configure, manage, and support critical client environments.
• Monitor and assess production applications, integrations, and message distribution workflows using tools such as Datadog, SendGrid, Mailgun, Twilio, Salesforce, Microsoft Dynamics, and Snowflake.
• Analyze operational findings and contribute to process improvements and service optimization.
• Support cross-functional teams by assisting with UI, backend services, data science initiatives, application support, and client change requests.
• Support technology operations involving data ETL processes, software configuration, message templates, HTML updates, and related technical workflows.
• Manage service desk activities, maintain change request backlogs, troubleshoot reported issues, and escalate incidents with clear technical documentation.
• Configure, monitor, and maintain communication channels and integrations across platforms such as Mailgun, Twilio, Salesforce, and Microsoft Dynamics.
• Assist application support teams with User Acceptance Testing (UAT) for new clients and platform capabilities.
• Work effectively within an agile DevOps environment, collaborating with multiple teams and continuously learning new technologies.
• Create and maintain technical documentation, including API documentation, knowledge base articles, troubleshooting guides, and operational procedures.
• Communicate clearly with internal teams and clients while promoting accountability, learning, and continuous improvement.
• Support operational excellence through attention to detail, ownership, and high-quality execution.

Requirements:

The ideal candidate has experience supporting SaaS platforms, troubleshooting technical issues, and working within agile technology environments, with strong communication and analytical skills.

• Bachelor’s degree in a related field preferred.
• 2-5 years of experience in a similar technical support or application support role within a SaaS environment.
• 2-5 years of experience working in an agile DevOps environment preferred.
• Intermediate knowledge of Python, HTML, and CSS.
• Hands-on experience working with databases such as PostgreSQL or Snowflake, including SQL skills.
• Experience troubleshooting complex technical issues using monitoring and logging tools such as Datadog.
• Understanding of cloud environments, including Amazon Web Services (AWS), Microsoft Azure, or similar platforms.
• Familiarity with Jira Service Desk or other incident management systems.
• Experience working with REST APIs and technical integrations.
• Strong problem-solving abilities with the capacity to manage multiple priorities.
• Excellent written and verbal communication skills when interacting with technical teams and clients.
• Ability to work independently, adapt quickly, and succeed in a collaborative agile environment.

Benefits:

• Salary range of $30-$35 per hour.
• Remote work opportunity.
• Swing shift schedule: 7 PM - 4 AM EST.
• Medical insurance with HSA option.
• Dental insurance.
• Vision insurance.
• Company-paid short-term and long-term disability coverage.
• Company-paid life and AD&D insurance.
• 401(k) retirement plan with company match.
• 10 paid holidays.
• Quarterly company closure dates and holiday week closure.
• Flexible time off policy.
• 6 weeks of paid parental leave.
• Opportunity to work with innovative technology platforms and cross-functional teams.
• Contract-to-hire opportunity with an initial contract period of 1-3 months.
• Paid travel expenses for the required first-week onsite onboarding experience.