Product Support Specialist - Remote

Mindex; City of Rochester (NY); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Flexible Time Off

Medical, Dental, and Vision Insurance

401(k) with Company Match

Company-Paid Life and Disability 保险

Job summary

Mindex is seeking an experienced Support Specialist to provide premier functional and technical support across our K-12 education product suite, including SchoolTool, Advanced Analytics, MTSS Edge, and more. The role emphasizes SPED, AIS, and Medicaid workflows to help districts adopt our software smoothly.

You will triage inquiries, troubleshoot server/database issues, document root causes, and contribute to knowledge bases.

Qualifications

• Bachelor's degree or equivalent education/experience in a K-12 setting.
• Experience providing technical support for educational software (K-12).
• Knowledge of special education processes, intervention services, and Medicaid reimbursement in education.
• Excellent customer service and communication skills.

Responsibilities

• Triage customer chat requests and service desk tickets for Mindex applications.
• Troubleshoot product applications, server and database tickets, and escalate when needed.
• Document issues with scope and customer criticality.
• Assist in deployment of custom reports and procedures.
• Monitor the service desk and contribute to documentation (FAQs).
• Identify trends and suggest product enhancements.
• Assist in incident management and provide updates to stakeholders.
• Support departmental OKRs and initiatives.
• Attend customer meetings and conferences as SME.
• Act as primary contact for assigned customers when needed.
• Demonstrate excellent technical troubleshooting and documentation skills.
• Demonstrate curiosity and willingness to learn; strong initiative.

Skills

Customer service

Technical troubleshooting

Documentation

Communication

Organization

Curiosity

Follow-through

Education

Bachelor's degree

K-12 education background

Job description

Mindex is looking for an experienced Support Specialist who provides exceptional functional and technical support across out K-12 education product suite, including SchoolTool, Advanced Analytics, Mindex Integration Platform, ClearTrack, and MTSS Edge. This Support Specialist will have a primary focus on (but not limited to) Special Education (SPED), Academic Intervention Services (AIS), and Medicaid billing and compliance applications. This role serves as a trusted resource for school districts, educational agencies, and internal teams by troubleshooting application issues, providing product guidance, supporting regulatory compliance workflows, and ensuring successful customer adoption of software solutions.

The ideal candidate possesses strong customer service skills, experience supporting K-12 educational programs, and an understanding of special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

We welcome candidates from a variety of locations; however, all candidates should be open to occasional in-person participation for business meetings, team events, or collaboration opportunities. Candidateslocatedwithin approximately 35 miles of Rochester, NY may be asked to work from the office morefrequentlybased on business or team needs.

Compensation

$52,000 - $72,000

What You'll Accomplish

• Triage customer chat requests and service desk tickets for Mindex product applications including server and/or database troubleshooting (errors, profiling, etc.)

• Troubleshoots Mindex product applications, server and database related tickets and escalates to the next level when further investigation and documentation is required.

• Works with customers to document and reproduce issues; documents the scope and customer criticality of issues identified as defects/bugs.

• Assists in the deployment of custom reports and procedures.

• Monitoring the Service Desk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and developing documentation (e.g. FAQ)

• Identifies product application, server, and database related trends in support issues and suggests product enhancements that will facilitate improved service.

• Contributes to the management of critical incidents as needed to drive towards a solution or de-escalation of the incident, providing updates to internal and external stakeholders.

• Contributes to development, planning and execution of departmental goals (OKR) and initiatives.

• Assisting with customer meetings and attending conferences as a subject matter expert.

• Act as the primary point of contact for assigned customers, as needed.

• Excellent technical troubleshooting and documentation skills

• A natural curiosity and willingness to learn

• Strong initiative and follow-through skills

• Strong focus on exceptional customer service

• Stellar communication skills; ability to communicate at all levels within an organization

• Highly organized and accurate

• Bachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting)

• Experience providing technical support for a software product, preferably educational software (K-12)

• Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

Education & Experience

• Bachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting)
• Experience providing technical support for a software product, preferably educational software (K-12)
• Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

Why Join Mindex?

For more than 30 years, Mindex has helped organizations solve complex business challenges through custom software, cloud, data, and AI solutions. We combine deep technical expertise with a collaborative culture that empowers our employees to innovate, grow, and make a meaningful impact for our clients.

In our Product division, our teams have built platforms such as SchoolTool, Advanced Analytics, and our Integrations Platform from the ground up, while also supporting solutions like MTSS Edge and ClearTrack that help schools and organizations make smarter, data-driven decisions

• Flexible Time Off
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Company-Paid Life and Disability Insurance
• Professional Development Opportunities

Additional Information

Applicants must be authorized to work for any employer in the United States. Mindex is unable to sponsor employment visas at this time.

Physical Requirements/Conditions

• Prolonged periods sitting at a desk and working on a computer.
• No heavy lifting is expected. Exertion of up to 10 lbs.