Technical Support Specialist

Via; United States; À distance; USD 55 000 - 65 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Healthcare coverage (medical, dental &

Résumé du poste

Via is seeking a Technical Support Specialist to help customers resolve technical issues and maximize product value. The role offers fully remote work within the United States and an annual salary of $55,000-$65,000.

You will investigate software issues, write basic SQL queries, and collaborate with Product and Engineering teams to resolve problems. This is an entry-level opportunity suitable for recent graduates or junior technicians who enjoy problem-solving and learning new skills in a

Qualifications

• 0-2 years of experience in technical support, software support, IT support or a junior technical role.
• Strong interest in software, databases and troubleshooting.
• Good written and verbal communication skills.
• Confidence explaining technical information to non-technical customers.
• Strong customer service skills and a patient approach.

Responsabilités

• Respond to customer technical support requests via email and virtual meetings.
• Investigate and resolve issues with software functionality, reporting and integrations.
• Troubleshoot customer problems and identify practical solutions.
• Write basic SQL queries or scripts to investigate data-related issues.
• Help customers understand technical problems and how to resolve them.
• Escalate more complex issues to senior support specialists or Engineering teams.
• Take ownership of customer issues and keep users informed of progress.
• Document technical problems, investigations and resolutions.
• Create and update troubleshooting guides and knowledge-base articles.
• Improve customer-facing documentation and self-service resources.
• Work closely with Product, Engineering and Customer Success teams.
• Share customer feedback and recurring technical issues with internal teams.
• Assist Engineering with manual software testing when required.
• Identify patterns in support requests and recommend improvements.
• Keep up to date with product changes and new functionality.
• Contribute to team knowledge sharing and continuous improvement.

Connaissances

Technical support

Software troubleshooting

SQL basics

Customer communication

Remote teamwork

Problem solving

Outils

SQL

Salesforce

APIs

Cloud platforms

Description du poste

Salary: $55,000-$65,000 per year

Location: United States

Working arrangement: Fully remote

About the opportunity

Via is partnering with a growing software business looking for a Technical Support Specialist to help customers resolve technical issues and get the most out of its products.

The business develops software used by organisations delivering essential community and human services, helping them manage information, improve collaboration and support the people they serve.

This is an excellent opportunity for someone early in their technical career who enjoys problem-solving, working with customers and understanding how software works.

You'll investigate product issues, troubleshoot data and integration problems, write basic queries or scripts and work closely with Product and Engineering teams to resolve more complex challenges.

This isn't just a general customer service role. You'll gain hands‑on experience with software troubleshooting, databases, scripting and technical investigations while developing your skills in a supportive environment.

Candidates with up to 2 years of relevant experience are encouraged to apply, including recent graduates, junior technical professionals and individuals with practical technical skills developed through education, certifications or personal projects.

What you'll be doing

• Respond to customer technical support requests via email and virtual meetings
• Investigate and resolve issues with software functionality, reporting and integrations
• Troubleshoot customer problems and identify practical solutions
• Write basic SQL queries or scripts to investigate data-related issues
• Help customers understand technical problems and how to resolve them
• Escalate more complex issues to senior support specialists or Engineering teams
• Take ownership of customer issues and keep users informed of progress
• Document technical problems, investigations and resolutions
• Create and update troubleshooting guides and knowledge-base articles
• Improve customer-facing documentation and self-service resources
• Work closely with Product, Engineering and Customer Success teams
• Share customer feedback and recurring technical issues with internal teams
• Assist Engineering with manual software testing when required
• Identify patterns in support requests and recommend improvements
• Keep up to date with product changes and new functionality
• Contribute to team knowledge sharing and continuous improvement

What we're looking for

• 0-2 years of experience in technical support, software support, IT support or a junior technical role
• Ability to investigate technical issues logically and identify possible causes
• Strong interest in software, databases and troubleshooting
• Good written and verbal communication skills
• Confidence explaining technical information to non-technical customers
• Strong customer service skills and a helpful, patient approach
• Good attention to detail when investigating issues and documenting solutions
• Ability to learn new software products and technical processesComfortable managing multiple support requests and changing priorities
• Strong organisation and time-management skills
• Proactive approach to problem-solving
• Ability to work independently within a remote team
• Willingness to collaborate with colleagues across technical and customer-facing departments

Previous professional technical support experience is useful but not essential if you can demonstrate relevant technical knowledge.

Useful additional experience

• SQL queries and relational databases
• SaaS or software application support
• Technical troubleshooting and incident investigation
• Software integrations and APIs
• Reporting and data troubleshooting
• CRM platforms such as Salesforce
• Cloud platforms or cloud fundamentals
• Manual software testing or quality assurance
• Technical documentation and knowledge-base management
• Technical certifications or ongoing technical studies

You don't need advanced programming skills or experience with every technology listed. Basic scripting ability, technical curiosity and a willingness to learn are particularly important.

Why apply?

• $55,000-$65,000 annual salary
• Fully remote working
• Permanent, full-time opportunity
• Suitable for candidates with 0-2 years of relevant experience
• Unlimited paid time off policy
• Medical, dental and vision healthcare coverage
• 401(k) matching
• Paid holidays
• Paid parental leave
• Volunteer time off
• Opportunity to develop SQL, scripting and software troubleshooting skills
• Exposure to Product and Engineering teams
• Gain experience supporting real-world SaaS products
• Career development within a growing technology business
• Collaborative and supportive working environment

If you're technically curious, enjoy solving software problems and want to build a career in technical support, we'd love to hear from you.