Technical Specialist, SaaS Support & Escalations

IDEX Corporation

Pittsburgh (Allegheny County)

Hybrid

USD 70,000 - 110,000

Full time

14 days+

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Job summary

IDEX Corporation's WinCan unit seeks a Technical Specialist to bridge Support, Product, and Delivery, ensuring successful use of our software by End Users. You will own escalation intake, ticket execution, and queue health, traveling to customer sites when needed to resolve complex issues.

Candidates should bring 4+ years of technical support experience, strong communication, and familiarity with SaaS, APIs, Jira, and Esri GIS.

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.

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 or multi-faceted challenges.