Technical Support Engineer II — Cloud Education Specialist

PowerSchool Group, LLC; Dallas (TX); On-site; USD 42,000 - 76,000; Full time

Benefits offered by this job

Insurance Coverage

401(k) plan

Paid time off

Parental leave

Job summary

PowerSchool in Dallas, TX is seeking a Technical Support Engineer II to provide application support, incident resolution, and system configuration. You will communicate professionally with customers and collaborate with programming teams to resolve software issues.

The role requires 2–4 years of related experience, an associate degree or equivalent, and willingness to travel up to 5% for key events. Strong knowledge of Salesforce, Bomgar, Jira, API and cloud technologies is preferred.

Qualifications

• 2–4 years of relevant work experience.
• Associate's degree or equivalent, or equivalent years of relevant work experience.

Responsibilities

• Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
• Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team.
• Logs and tracks calls using problem management database and maintains history records and related problem documentation.
• Meet and exceed established benchmarks and expectations.
• Prepares standard statical reports, such as help desk incident reports.
• Consults with programmers to explain software errors or to recommend change to the programs.
• Stay current on all key support topics, including product knowledge and required technical and soft skills.
• May test software and hardware to evaluate ease of use and whether product will aid users in performing work.
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
• All other duties are assigned

Skills

Customer service

Communication skills

Time management

Troubleshooting

SQL

Education

Associate's degree or equivalent

Bachelor's degree preferred

Tools

Salesforce

Bomgar

Jira

API

Cloud platforms

Job description

PowerSchool in Dallas, TX is seeking a Technical Support Engineer II to provide application support, incident resolution, and system configuration. You will communicate professionally with customers and collaborate with programming teams to resolve software issues.

The role requires 2–4 years of related experience, an associate degree or equivalent, and willingness to travel up to 5% for key events. Strong knowledge of Salesforce, Bomgar, Jira, API and cloud technologies is preferred.