Tech Support & Systems Optimization 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 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.