Technical Support Specialist II - Remote

Overview

As a Technical Support Specialist II, you’ll help clients get the most out of SpryPoint’s applications by providing expert guidance, troubleshooting complex issues, and ensuring smooth adoption. You’ll collaborate with internal teams, share best practices, and build strong client relationships while helping improve our products and overall customer experience.

In Short

• Provide first and second level support for SpryPoint applications, handling escalated issues.
• Diagnose and resolve more complex issues related to integrations, APIs, and system configurations.
• Collaborate with development and product teams to report bugs and suggest product improvements.
• Assist in creating and maintaining internal and external knowledge base articles.
• Guide and mentor entry-level Support Specialists, sharing best practices and troubleshooting techniques.
• Monitor application performance, identify trends, and proactively address recurring client issues.
• Work closely with all teams to ensure a seamless client experience.

Requirements

• 1 - 2 years of experience in technical support, IT help desk, or a related field
• Strong troubleshooting skills with a logical and analytical approach.
• Understanding of SaaS applications, cloud platforms, and web applications
• Experience with ticketing systems (Zendesk, Jira, FreshDesk)
• Basic knowledge of APIs, SQL queries, and system logs for troubleshooting.
• Excellent communication and customer service skills
• Experience supporting enterprise-level SaaS applications
• Experience in finance, accounting, or related fields is a plus.

Benefits

• Remote-first environment with flexible working hours across North America
• Comprehensive compensation package that grows with you
• MacBook + $500 to create your ideal home workspace
• Health, dental, vision, and life insurance from day one
• Generous PTO, Summer Friday half-days, and unlimited sick days
• RRSP (Canada) and 401k (US) matching programs
• $2,500 annual development fund, tuition assistance, and Book Bounty program
• Annual company events and team offsites that bring us together