Support Specialist – Technology Solutions

Foundation for California Community Colleges

. Serve as the first point of contact for user support across web and mobile applications .

Posted 10/16/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in user support for web and mobile applications, with a strong focus on customer experience, issue resolution, and process improvement. Proficient in utilizing user support ticketing systems and project management methodologies to drive efficiency and effectiveness.

Highest-signal resume keywords

User Support Ticketing System ExperienceProject Management ExperienceAgile Methodologies KnowledgeCustomer-Facing Role ExperienceTechnical Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User SupportRoot-Cause AnalysisHTML5CSSRegular ExpressionsKey Performance Indicators DevelopmentSystem Performance InvestigationTest Scenario ConductingUser Account AuditsTroubleshooting Web-Based Applications

Soft Skills

Clear CommunicationPatiencePassion for LearningCustomer Experience FocusProblem-Solving

Tools & Technologies

Zendesk SupportJira Service ManagementMicrosoft OfficeGoogle SuiteZoomJIRAConfluenceService DeskBrowser Developer ToolsDigital Collaboration Tools

Industry Keywords

Service-Oriented RoleCustomer SupportMobile ApplicationsWeb ApplicationsAgile Project ManagementScrumKanban

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Serve as the first point of contact for user support across web and mobile applications
Build deep expertise in a primary product and expand support to additional applications
Resolve customer inquiries accurately and in a timely manner
Follow up to ensure a positive customer experience
Identify and develop comprehensive user support processes
Reproduce raised issues and thoroughly document each user interaction
Conduct user account reviews and audits while upholding security standards and policies
Conduct test scenarios to ensure error-handling processes perform as expected
Investigate system performance and configuration changes
Manage escalations and perform root-cause analysis
Identify trends to drive proactive improvements
Lead user training primarily through online sessions, with occasional in-person training

Requirements

What you’ll need

Must reside in California
Minimum of five (5) + years of experience in a service-oriented, customer-facing role
Minimum of two (2) + years of utilizing a user support ticketing system; preferably Zendesk Support or Jira Service Management
Experience with Microsoft Office, Google Suite, Zoom, and other digital systems, platforms, and tools that support collaborative work required
Experience managing projects required
Experience developing and achieving Key Performance Indicators
Knowledge of Agile project management methodologies and techniques (Scrum, Kanban, etc.), as well as other disciplines of project management
Experience supporting iOS and Android mobile applications and troubleshooting web-based applications via browser Developer Tools is highly preferred
Experience with Atlassian products: JIRA, Confluence, and Service Desk; experience using JIRA to track project tasks is preferred
Experience with HTML5, CSS, and Regular Expressions is a plus
Strong technical acumen
Ability to communicate clearly and patiently with users of varying technical backgrounds
Passion for learning and helping others

Benefits

Comp & perks

Competitive compensation
Generous PTO
Holidays
Medical, dental, and vision plans
Flexible Spending Accounts
Health Savings Accounts (HSA)
Employee Assistance Program (EAP)
Wellness offerings
CalPERS retirement program
Optional 403(b) and 457 Retirement plans
Tuition reimbursement
Public Service Loan Forgiveness certified employer
Remote-first philosophy
Professional development commitment
Shared leadership opportunities