SaaS Technical Support Associate (Escalations)

Procare Software, LLC.; Colorado; Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

HSA with employer contributions

401K with employer match

Employee Stock Purchase Plan

Volunteer & personal days

Professional Development

Job summary

Procare Solutions is seeking a Technical Services Associate to provide escalation support for customer-facing technical issues across on-premise, cloud, and mobile platforms. You will troubleshoot, document defects, fulfill data/reporting requests, and collaborate with cross-functional teams to ensure a smooth customer experience.

The role requires solid troubleshooting, clear communication, and a customer-centric mindset.

Qualifications

• Bachelor’s degree in CS, IS or related field, or bootcamp certification
• 1+ year in a customer-facing support or technical role
• Working knowledge of SQL and scripting for data analysis
• Exposure to SaaS apps and cloud solutions
• CompTIA A+ certification or equivalent is a plus

Responsibilities

• Serve as escalation point for technical issues raised by Customer Support across platforms
• Troubleshoot OS, devices, networks, databases and SaaS apps
• Identify, document and help validate suspected defects
• Fulfill script, data and reporting requests including data updates and reports
• Investigate payment, billing and financial data issues
• Contribute to known-issue tracking and internal knowledge sharing
• Troubleshoot hardware and integrated devices where applicable
• Collaborate with Development, Product and Operations to resolve issues
• Build knowledge of SQL, data schemas and system logs
• Serve as a customer-facing technical resource via chats and calls

Skills

Troubleshooting

Communication

Prioritization

Customer-centric

Learning mindset

Education

Bachelor’s in CS/IS

Bootcamp cert

Equivalent experience

Tools

SQL

Scripting

Job description

Procare Solutions is seeking a Technical Services Associate to provide escalation support for customer-facing technical issues across on-premise, cloud, and mobile platforms. You will troubleshoot, document defects, fulfill data/reporting requests, and collaborate with cross-functional teams to ensure a smooth customer experience.

The role requires solid troubleshooting, clear communication, and a customer-centric mindset.