Software Support Specialist

Role overview This position delivers Tier 1 and Tier 2 software support for B2B clients, resolving technical inquiries across portal, email, telephone, and chat channels. The role blends hands-on troubleshooting, proactive client communication, and knowledge-base stewardship while helping onboard and coach newer team members. Scheduled shifts and on-call rotation are part of supporting a global client base.

Responsibilities - Triage and resolve inbound software support requests across multiple channels, delivering Tier 1 and Tier 2 assistance. - Document issues, actions, and resolutions in detail within ticketing software. - Escalate complex problems to engineering and join the on-call rotation for after-hours coverage. - Send proactive outbound alerts to clients about file or communication failures. - Build and update internal knowledge-base articles and surface emerging trends to leadership from ticket patterns and client feedback. - Mentor new hires and coach Level 1 agents on technical questions and process gaps.

Requirements - 1+ year of general technical support experience plus 1+ year in a B2B software support role. - Excellent written and verbal English communication, interpersonal, and problem-solving skills. - Comfort with Windows environments, MS Office, and ticketing or CRM platforms. - Demonstrated ability to multitask, organize work, and write concise, well-structured documentation. - Hands-on experience using AI productivity tools to automate, research, document, and streamline workflows. - Reliable high-speed internet for remote work.

Nice to have - Familiarity with APIs, EDI, XML, flat files, and communication protocols such as AS2, SFTP, and HTTP. - Prior experience supporting e-commerce, marketplace, or channel-management platforms. - Background working fully remote. - Bachelor's degree in a related discipline.

Benefits and work setup - Remote-first environment with up to 10% travel. - Base salary range of $45,000-$70,000 plus a 10% discretionary annual bonus. - Medical, dental, and vision plans with HSA contributions starting day one and a 6% 401(k) match. - 20 days PTO, 9 company holidays, 2 floating holidays, 7 sick days, 2 wellness days, and 1 volunteer day, with PTO scaling upward at three and five years of service. - 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave. - $65/month internet stipend, tuition assistance, and a charitable match up to $250 per year. - Additional coverage including life insurance at 2x salary, accident and hospital indemnity plans, pet insurance, legal and identity theft support, plus access to a meditation app and an Employee Assistance Program.