Product Support Specialist

Mindex

. Triage customer chat requests and service desk tickets for Mindex product applications, including server and/or database troubleshooting .

Posted 9/29/2026full-timeRemote • New York • United StatesMid-LevelSenior💰 $52,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical troubleshooting and documentation skills while providing exceptional customer service in educational software environments. Capable of collaborating effectively with stakeholders and contributing to product enhancements and departmental goals.

Highest-signal resume keywords

Technical TroubleshootingCustomer ServiceDocumentation SkillsEducational Software SupportSpecial Education Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Server TroubleshootingDatabase TroubleshootingTechnical SupportReport DeploymentIncident Management

Soft Skills

Communication SkillsOrganizational SkillsInitiativeCuriosityFollow-Through

Tools & Technologies

Service Desk Ticketing System

Industry Keywords

K-12 EducationSpecial Education ProcessesIntervention ServicesMedicaid Reimbursement

About the role

Key responsibilities & impact

Triage customer chat requests and service desk tickets for Mindex product applications, including server and/or database troubleshooting
Troubleshoot Mindex product applications and server- and database-related tickets, escalating when further investigation and documentation are required
Work with customers to document and reproduce issues; document the scope and customer criticality of defects and bugs
Assist in deploying custom reports and procedures
Monitor the Service Desk ticketing system for product issues and trends
Collaborate with team members on training and documentation, including FAQs
Identify product application, server, and database-related trends and suggest product enhancements
Contribute to critical incident management and provide updates to internal and external stakeholders
Contribute to departmental goals, OKRs, and initiatives
Assist with customer meetings and attend conferences as a subject matter expert
Act as the primary point of contact for assigned customers as needed

Requirements

What you’ll need

Excellent technical troubleshooting and documentation skills
A natural curiosity and willingness to learn
Strong initiative and follow-through skills
Strong focus on exceptional customer service
Stellar communication skills; ability to communicate at all levels within an organization
Highly organized and accurate
Bachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting)
Experience providing technical support for a software product, preferably educational software (K-12)
Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings
Must be authorized to work for any employer in the United States
Mindex is unable to sponsor employment visas at this time

Benefits

Comp & perks

Flexible Time Off
Medical, Dental, and Vision Insurance
401(k) with Company Match
Company-Paid Life and Disability Insurance
Professional Development Opportunities