Technical Specialist

IDEX; Pittsburgh (Allegheny County); On-site; USD 92,000 - 118,000; Full time

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.

Skills

Jira

Zendesk

APIs

Esri GIS

Technical support

Data modeling

Tools

SaaS platforms

Job description

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

As a Technical Specialist at WinCan, you’ll serve as the crucial link between our Support, Product, and Delivery Teams to enable successful use of our technology by our End Users. You’ll own escalation intake, ticket execution, queue health, and procedural troubleshooting. This position requires exceptional communication skill, technical expertise, high level of customer service ability. Your role will facilitate smooth platform adoption by working alongside solutions delivery as well as quick issue resolution. The primary responsibility of a WinCan Technical Specialist is being an expert in all aspects of our software platform.

Position Duties

• 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 or multi-faceted challenges.

Qualifications

• Advanced problem-solving and troubleshooting skills
• Experience in technical support or escalations
• 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 SaaS or cloud platforms
• Attention to detail in documentation and reporting
• Practical understanding of data management and data modeling
• Adaptability to work across teams and priorities
• Familiarity with Esri software and GIS data.
• 4+ years of experience
• Must work in the Eastern Standard Time zone

We are an Equal Opportunity Employer.

IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation.

These contact tools may be used only by individuals with a disability for accommodation requests.

IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.