Advanced Technical Support Specialist

Job Description:

• Investigate and resolve advanced technical issues, including system errors, data discrepancies, configuration challenges, integration issues, and customer escalations.
• Analyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions.
• Serve as a platform subject matter expert for configuration changes, customer setup, data imports/exports, site restructuring, and platform administration.
• Perform bulk data imports, platform upgrades, customer migrations, and organizational restructuring activities.
• Support and troubleshoot HRIS, SSO, API, and other connected technology integrations.
• Perform data audits, resolve discrepancies and outliers, and recommend improvements.
• Join client calls 1–2 times per week with Customer Success and Account Managers.
• Assist implementation teams with system setup, data population, migrations, and onboarding.
• Conduct quality assurance reviews of configurations.
• Partner with Product and Development to analyze issues, identify defects, validate platform behavior, test fixes, and support enhancements.
• Maintain documentation and case tracking in Salesforce, resolving tickets within SLA guidelines.
• Act as a technical resource for company products, platform functionality, data architecture, integrations, and APIs.
• Identify recurring issues and contribute to process and system improvements.
• Maintain accurate Salesforce activity records.

Requirements:

• 2+ years of experience in technical support, system configuration, software administration, or supporting SaaS platforms.
• Bachelor's degree preferred (or equivalent combination of education and experience).
• 4+ years of overall technical, systems, or software support experience preferred.
• Strong working knowledge of Microsoft Excel, including formulas such as VLOOKUP/XLOOKUP and IF statements, data cleanup and manipulation, pivot tables, imports, exports, CSV files, and moderately complex datasets.
• Solid foundation in formulas, data analysis, and data management concepts.
• Experience in a customer-facing role, including technical support, customer support, implementations, customer success, or client services.
• Strong technical aptitude and ability to learn new systems quickly.
• Experience supporting software integrations, APIs, SSO, HRIS platforms, or similar connected systems preferred.
• Experience with Learning Management Systems (LMS) or other SaaS software platforms preferred.
• Familiarity with databases, data structures, or data mapping concepts is a plus.
• Strong problem-solving skills and ability to troubleshoot complex system and data issues.
• Ability to think critically and work through ambiguous problems independently.
• Strong attention to detail and understanding of how data impacts system performance.
• Ability to distinguish intended system behavior from software defects and communicate findings effectively to technical and non-technical audiences.
• Clear, user-friendly communication of technical concepts.
• Ability to manage multiple priorities effectively.

Benefits:

• Fully Remote Work: Work where you're most productive—we trust you.
• Unlimited PTO: Recharge when you need to—we support work-life balance.
• Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content.
• Well-Being First: Full medical, dental, vision, and mental health coverage.
• Secure Your Future: Generous $1:$1 401(k) company match—your future is important to us.