Senior Technical Support Engineer

Who you are

• To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required
• 2+ years’ prior experience in a technical support role ideally in a Saas software company
• Proficient in Microsoft Office suite
• Salesforce experience required
• Prior CRM Experience Required
• Strong attention to detail and time management
• Strong oral and written communication skills in English
• Strong customer service and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Maintaining a positive attitude and fostering a collaborative and unified work environment
• Associate’s degree or equivalent work experience, bachelor's degree in a technical field preferred

What the job involves

• At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world
• From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere
• The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to ensure maximum customer satisfaction while reaching our organizational goals
• Your day-to-day job will consist of:
• Serves as the initial point of contact for customer requests via phone, email, and chat, assessing urgency and impact to effectively prioritize technical issues related to hardware, software, networking, and related technologies
• Diagnoses technical problems, conducts research, and implements effective resolutions, maintaining ownership through follow up and ensuring customer expectations are met
• Escalates complex or high severity issues to the appropriate teams while remaining accountable for coordination, communication, and resolution outcomes
• Accurately logs, tracks, and documents all customer interactions, troubleshooting actions, and resolutions within the case management system
• Produces standard statistical reports, such as help desk incident reports
• Collaborates and consults with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements
• Participates in software and hardware testing to evaluate usability, performance, and alignment with customer workflows
• Demonstrates flexibility to support business needs by working assigned shifts, including variable schedules and designated holidays as required
• Adapts to changing responsibilities and task assignments based on the products supported and evolving organizational priorities
• Creates and maintains knowledge base articles for both internal teams and customer self‑service resources
• Performs other duties as assigned, including participation in special projects and additional technical support initiatives

Benefits

• Medical, vision, and dental insurance with HSA match
• Fantastic work environment
• Tuition reimbursement program
• 401k with matching
• Life insurance
• Discretionary Time Off – (Unlimited Vacation)
• Video game break room with pool and ping pong tables
• Employee referral program
• Free soda, coffee, and tea
• On-site gym at the Folsom headquarters and Roanoke office
• Festive holiday parties and events