Partner Tech Support Specialist

Guardian; New York (NY); Hybrid; USD 83,000 - 136,000; Full time

Job summary

Guardian is seeking a BenTech Partner Support Specialist to join our Digital team. You will act as escalated support for partners and clients, resolving technical issues, guiding integrations, and ensuring a smooth customer experience within our expanding digital ecosystem.

You will collaborate with cross-functional teams, educate internal stakeholders on platform capabilities, and help improve self-service resources and knowledge base documentation.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in customer/technical/partner support or related client-facing role.
• Experience supporting SaaS platforms, benefits tech, or digital products.
• Strong problem-solving and analytical skills for diagnosing technical issues.
• Excellent verbal and written communication; able to explain tech to non-technical audiences.
• Experience using ticketing/case management systems to document and track issues.
• Ability to manage multiple priorities with accuracy and responsiveness.
• Proven collaboration across cross-functional teams.

Responsibilities

• Serve as escalated support for partner and customer inquiries via email, phone, and digital channels.
• Troubleshoot and resolve technical issues related to integrations, EDI, APIs, enrollment, and platform functionality.
• Document, manage, and track customer cases through resolution and SLAs.
• Identify recurring issues and trends; escalate complex matters and drive long-term solutions.
• Educate internal teams on platform capabilities, reporting tools, integration processes and best practices.
• Create and maintain knowledge base articles, FAQs, and support resources.
• Collaborate with Partner Support Leadership, Strategic Channel Managers, API Leads, and Development teams for seamless delivery and future-state testing.

Skills

Customer support

Technical support

SaaS platforms

Cross-functional teamwork

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Guardian is seeking a BenTech Partner Support Specialist to join our Digital team. You will act as escalated support for partners and clients, resolving technical issues, guiding integrations, and ensuring a smooth customer experience within our expanding digital ecosystem.

You will collaborate with cross-functional teams, educate internal stakeholders on platform capabilities, and help improve self-service resources and knowledge base documentation.