Technical Support Specialist I

Jenzabar is looking for a highly motivated Technical Support Specialist I to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using Jenzabar products. The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non-negotiable.

Core Responsibilities

Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues

Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows

Prioritize multiple cases at once, balancing urgency, impact, and customer expectations

Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams

Document findings, steps, and solutions concisely for customers and our internal knowledge base

Act as a liaison between Support and Product Development, escalating with complete and accurate context

Continuously increase your product and technical expertise through training, documentation, and hands-on learning

Required Qualifications

Experience troubleshooting web applications or enterprise software

Functional knowledge of higher education registration, financial aid, or other areas that relate to students and enrollment

Strong customer empathy and ability to remain calm, clear, and professional under pressure

Excellent prioritization skills with the ability to juggle multiple cases in a fast-moving environment

Structured problem-solving approach with attention to detail and curiosity

Clear, concise written and verbal communication

Ownership and accountability - you follow through, escalate early, and close the loop

Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership

Adaptability - comfortable with frequent change in tooling, process, and priorities

Preferred Qualifications

Bachelor’s degree in Computer Systems or a related field preferred, OR equivalent demonstrated experience such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera)

Experience working in a support desk, helpdesk, or SaaS support environment

Familiarity with HTML/JavaScript for diagnosing web issues

Ability to write and interpret SQL queries

Comfort with logs, stack traces, browser developer tools, and technical diagnostics

Familiarity with relational databases, networks, Windows/Server environments, or application servers

Experience creating knowledge base articles, guides, or documentation

Experience with Jenzabar One (J1), JICS, or Jenzabar business office modules (Accounts receivable, general ledger, payroll, etc.)

Strong functional understanding of how processes and data flow within Jenzabar products

Ability to translate campus needs into product troubleshooting

The pay range for this position is $47,000-$56,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance

Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note: Jenzabar does not sponsor applicants for work visas.

Electronic Monitoring Notice:

Job applicants are advised that Jenzabar reserves the right to monitor, access, review, and disclose electronic activity conducted on Company‑owned devices, networks, and systems, as well as activity involving Jenzabar applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.

Originally posted on Himalayas