Tech Support Specialist I — SaaS & SQL Troubleshooter

Jenzabar, Inc.; United States; On-site; USD 47,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Dental Insurance

Vision Insurance

PTO

Paid Parental Leave

Paid Holidays

Short Term Disability

Long Term Disability

401K

Educational Assistance

Job summary

Jenzabar is seeking a Technical Support Specialist I to join our fast-paced, customer-focused Support organization. This role provides technical troubleshooting, functional guidance, and high-quality customer service to institutions using Jenzabar products.

You will analyze problems with SQL, logs, and browser tools, prioritize cases, collaborate with Product and Engineering, and contribute to our knowledge base and ongoing training.

Qualifications

• Experience troubleshooting web applications or enterprise software.
• Higher education registration, financial aid, or related student enrollment knowledge.
• Strong customer empathy and ability to stay calm under pressure.
• Excellent prioritization for multiple cases in a fast-moving environment.
• Structured problem solving with attention to detail and curiosity.
• Clear, concise written and verbal communication.
• Ownership and accountability; follow through and close the loop.
• Collaborative mindset with Product, Cloud Ops, peers, and leadership.

Responsibilities

• Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues.
• Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows.
• Prioritize multiple cases at once, balancing urgency, impact, and customer expectations.
• Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams.
• Document findings, steps, and solutions concisely for customers and our internal knowledge base.
• Act as a liaison between Support and Product Development, escalating with complete and accurate context.
• Continuously increase product and technical expertise through training, documentation, and hands-on learning.

Skills

SQL

Web app troubleshooting

Customer empathy

Written communication

Prioritization

Troubleshooting

Cross-functional collaboration

Documentation

Education

Bachelor’s degree in Computer Systems or related field

Equivalent demonstrated experience / coursework / certifications

Tools

J1 (Jenzabar One)

JICS

Relational databases

HTML/JavaScript diagnostics

Job description

Jenzabar is seeking a Technical Support Specialist I to join our fast-paced, customer-focused Support organization. This role provides technical troubleshooting, functional guidance, and high-quality customer service to institutions using Jenzabar products.

You will analyze problems with SQL, logs, and browser tools, prioritize cases, collaborate with Product and Engineering, and contribute to our knowledge base and ongoing training.