Senior Remote Software Support Specialist

Dataparc; United States; Remote; USD 80,000 - 115,000; Full time

Job summary

dataPARC is seeking a dedicated Software Support Specialist to own end‑to‑end technical cases, troubleshoot issues, and lead projects like server migrations and version rollouts for North American clients.

The role requires hands‑on problem‑solving, independent case management, strong communication, and thorough documentation, with Sunday–Thursday day shifts and occasional after‑hours on‑call coverage. Requires collaboration with IT, Engineering, and Operations teams.

Qualifications

• Minimum of 5 years of experience in a technical support role.
• Hands‑on troubleshooting skills with the ability to guide customers effectively.
• Strong communication, documentation, and organizational skills.

Responsibilities

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email.
• Take full ownership of assigned cases and guide customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software on Microsoft OS platforms.
• Coordinate across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (server migrations and version rollouts) with cross‑functional collaboration.
• Develop proficiency in SQL Server Administration, T‑SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues and communicate them clearly.
• Contribute to product testing and bug reporting to improve the offering.
• Provide training to customers on product functionality and customization.
• Maintain accurate time tracking for project management and billing.
• Mentor junior team members and participate in after‑hours on‑call rotations.

Skills

Independent problem solving

Strong communication

Documentation

Customer service

Time management

Education

Bachelor’s Degree (Preferred: Computer Science)

Tools

Active Directory

Group Policy

TCP/IP networking

Job description

dataPARC is seeking a dedicated Software Support Specialist to own end‑to‑end technical cases, troubleshoot issues, and lead projects like server migrations and version rollouts for North American clients.

The role requires hands‑on problem‑solving, independent case management, strong communication, and thorough documentation, with Sunday–Thursday day shifts and occasional after‑hours on‑call coverage. Requires collaboration with IT, Engineering, and Operations teams.