Software Support Specialist II

Role overview

Serve as a trusted technical contact for channel partners who depend on a suite of business management, service delivery, and remote monitoring software. The role focuses on diagnosing and resolving product questions and issues while partnering across teams to continuously improve the partner experience.

Responsibilities

- Provide partner-facing support via email, phone, chat, support cases, and remote sessions with strong attention to detail - Research, analyze, and document findings, including writing articles for internal and external knowledge bases - Manage a queue of support cases and serve as an escalation point for complex issues - Identify and escalate trending issues, potential software defects, and urgent situations to leadership and Engineering - Guide and review the queue work of junior team members, sharing facts, policies, and best practices - Discuss partner operational challenges, evaluate business data, and communicate new release features and product improvements

Requirements

- Practical knowledge of the support work area with capacity to adapt to evolving technology and processes - Strong customer service skills and a genuine desire to help partners and peers - Excellent written and verbal communication skills - Strong interpersonal skills and comfort collaborating across multiple cross-functional teams - Highly organized with strong attention to detail - Ability to work independently on projects and processes with general supervision

Nice to have

- Basic understanding of IT, Professional Services, CRM, and ERP markets

Benefits and work setup

- Onsite, hybrid, or remote depending on location - 0–10% travel may be required - Inclusive workplace with equal employment opportunities and reasonable accommodations available throughout the hiring process