Software Support Specialist

Frontier Energy, Inc.; Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Frontier Energy, Inc. is seeking a Software Support Specialist to provide technical assistance for our software platforms and technology solutions in Austin, TX.

You will be the primary contact for onboarding, training, and issue resolution, collaborating with customers and internal teams to ensure smooth operation. The role emphasizes troubleshooting, documentation, and ongoing customer success, with responsibilities spanning ticket management, system maintenance, and knowledge-base updates to

Qualifications

• High School Diploma or GED or equivalent.
• 2–3 years in Customer Success, Customer Support, or a related role.
• Technical troubleshooting and problem solving.
• Customer support and service delivery.
• Ticket management and issue tracking.
• Documentation and knowledge base management.
• User training and support.
• Organization and priority management.
• Cross-functional collaboration.
• Attention to detail.

Responsibilities

• Serve as a primary point of contact for customer support requests, product inquiries, and technical issues.
• Troubleshoot software, configuration, workflow, and user access issues.
• Document, track, prioritize, and manage support tickets through resolution.
• Perform user administration, configuration updates, and routine system maintenance.
• Escalate complex issues to appropriate technical resources.
• Communicate issue status, resolutions, and guidance to customers and stakeholders.
• Create and maintain support documentation, knowledge base articles, and troubleshooting guides.
• Assist with customer onboarding, product training, and user support activities.
• Support testing, validation, and deployment activities related to software releases.
• Identify recurring issues and opportunities to improve stability and customer experience.

Skills

Technical Troubleshooting

Customer Support

Ticket Management

Documentation

User Training

Organization

Cross-Functional Collaboration

Attention to Detail

Problem Solving

Service Delivery

Education

High School Diploma or GED

Tools

CRM Systems

Ticketing Platforms

Knowledge Base Tools

Job description

At Frontier Energy, we’re more than just engineers and professionals—we’re a team of innovators, problem-solvers, and visionaries dedicated to advancing clean energy solutions. Our mission is to pioneer the intelligent use of energy for a sustainable and resilient future.

We offer a collaborative and dynamic workplace where your ideas are heard, nurtured, and transformed into impactful solutions. With a flat hierarchy and open-door policy, every team member is empowered to experiment, take ownership, and make a real difference.

Beyond fostering an inspiring culture, we provide competitive compensation, comprehensive benefits, and opportunities for growth. Join us and be part of a team that’s shaping the future of energy while leaving a positive impact on the world.

The Software Support Specialist is responsible for providing technical support and guidance to customers using Frontier Energy's software platforms and technology solutions. This role serves as a primary point of contact for application support, onboarding, training, and issue resolution, working closely with customers and internal teams to troubleshoot issues, maintain system functionality, and deliver a high-quality customer support experience.

Key responsibilities include but are not limited to:

• Serve as a primary point of contact for customer support requests, product inquiries, and technical issues.
• Troubleshoot software, configuration, workflow, and user access issues to identify and resolve root causes.
• Document, track, prioritize, and manage support tickets through resolution in accordance with established service levels.
• Perform user administration, configuration updates, and routine system maintenance activities.
• Escalate complex issues to application consultants, analysts, developers, or other technical resources as appropriate.
• Communicate issue status, resolutions, workarounds, and technical guidance to customers and stakeholders.
• Create and maintain support documentation, knowledge base articles, troubleshooting guides, and user resources.
• Assist with customer onboarding, product training, and user support activities.
• Support testing, validation, and deployment activities associated with software releases and system enhancements.
• Identify recurring issues, process inefficiencies, and opportunities to improve application stability, support processes, and customer experience.

Required Skills

• High School Diploma or GED (General Educational Development) equivalent.
• 2–3 years of experience in Customer Success, Customer Support, Account Management, Help Desk, or a related customer-facing role.
• Technical Troubleshooting and Problem Solving
• Customer Support and Service Delivery
• Ticket Management and Issue Tracking
• Documentation and Knowledge Base Management
• User Training and Support
• Organization and Priority Management
• Cross-Functional Collaboration
• Attention to Detail

Preferred Skills

• Experience supporting software platforms, SaaS solutions, or technology-enabled services.
• Customer Onboarding and Training
• CRM, Ticket Management, or Customer Support Platforms
• External Client and Customer-Facing Support
• Customer Feedback and Usage Analysis
• Agile or Iterative Delivery Methodologies

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.