Technical Solutions Engineer – SaaS & API Support

IDEX

Pittsburgh (Allegheny County)

On-site

USD 92,000 - 118,000

Full time

14 days+

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Job summary

IDEX, a global leader with diverse businesses, seeks a Technical Specialist for WinCan to serve as the crucial link between our Support, Product, and Delivery Teams, enabling successful use of our technology by End Users.

You will own escalation intake, ticket execution, queue health, and procedural troubleshooting, with travel for complex resolutions. Prior experience in technical support and strong communication are essential.

Qualifications

4+ years of experience in technical support or escalation management.
Experience with SaaS or cloud platforms.
Strong communication between technical and non-technical teams.
Familiarity with software integration and APIs.
Ability to gather and relay technical requirements.
Project coordination, task management, and software delivery.
Familiarity with Esri software and GIS data.
Must work in the Eastern Standard Time zone.

Responsibilities

Monitor and maintain Jira queue health.
Manage escalated Zendesk and Jira tickets.
Intake and assess new technical escalations.
Maintain demo and test environments.
Coordinate escalation of confirmed software bugs to product team.
Support the implementations of our most sophisticated client workflows.
Quickly learn new product and features to drive internal and external adoption.
Travel to customer locations to provide advanced resolution support when facing complex challenges.