Tech Support Specialist

Advocate; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Advocate in New York is seeking a Tech Support Specialist who thrives on problem-solving, enjoys troubleshooting, and can build systems that prevent issues before they occur. This role keeps our day-to-day operations running smoothly while helping us scale for the future.

You will diagnose and resolve day-to-day technical issues across SaaS platforms, onboard new hires, manage licenses, and contribute to process improvements with engineering and operations.

Qualifications

• 2–4 years in a technical operations, IT, or support engineering role.
• Strong troubleshooting ability across SaaS systems (CRM, workflow tools, integrations).
• Comfortable navigating and fixing issues in Salesforce or similar platforms.
• Basic IT support knowledge (identity management, access provisioning, device/software troubleshooting).
• Problem-solver who enjoys fixing what’s broken and preventing it from breaking again.
• Detail-oriented but able to see the bigger picture when designing processes.
• Thrives in a fast-paced, mission-driven environment.

Responsibilities

• Diagnose and resolve day-to-day technical issues such as broken or missing e-signature integrations and workflow statuses.
• Monitor daily reports and logs for errors and serve as first line of support for internal teams.
• Escalate and coordinate fixes with engineering as needed.
• Set up accounts, access, and tools for new hires; maintain licenses and user permissions.
• Provide basic IT support for staff (email, Slack, Salesforce, etc.).
• Analyze recurring issues and design scalable, reliable systems with operations and engineering.
• Create documentation and internal guides to streamline troubleshooting and onboarding.

Skills

Troubleshooting

SaaS systems

CRM

Workflow tools

Integrations

Tools

Salesforce

Slack

Job description

Advocate is a mission-driven organization helping people access the government benefits and support they deserve. We combine expert advocacy with technology to streamline complex processes for claimants.We’re looking for a Tech Support Specialist who thrives on problem-solving, enjoys troubleshooting, and can build systems that prevent issues before they occur. This role is critical to keeping our day-to-day operations running smoothly while also helping us scale for the future.

Responsibilities

Daily Troubleshooting & Support (50%)

• Diagnose and resolve day-to-day technical issues such as: Broken or missing e-signature integrations, Workflow statuses not updating correctly, Medical records, case artifacts, or other files getting stuck in the system
• Monitor daily reports and logs for errors
• Serve as the first line of support for internal teams experiencing operational tech issues
• Escalate and coordinate fixes with engineering as needed

Onboarding & IT Support (20%)

• Set up accounts, access, and tools for new hires
• Maintain software licenses and user permissions across platforms
• Provide basic IT support for staff (e.g., troubleshooting email, Slack, Salesforce, etc.)

Systems & Process Improvement (30%)

• Analyze recurring issues and implement improvements to reduce future problems
• Collaborate with operations and engineering to design scalable, reliable systems
• Create documentation and internal guides to streamline troubleshooting and onboarding

Qualifications

• Experience: 2–4 years in a technical operations, IT, or support engineering role
• Skills: Strong troubleshooting ability across SaaS systems (CRM, workflow tools, integrations)
• Comfortable navigating and fixing issues in Salesforce or similar platforms
• Basic IT support knowledge (identity management, access provisioning, device/software troubleshooting)
• Mindset: Problem-solver who enjoys “fixing what’s broken” as much as preventing it from breaking again
• Detail-oriented but able to see the bigger picture when designing processes
• Thrives in a fast-paced, mission-driven environment

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.