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Polaris Software

Support Engineer

Polaris Software

. Provide first-line technical support for the Sitestream team .

Posted 10/10/2026full-timeBeverly • Massachusetts • United StatesMid-LevelSenior💰 $60,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in providing technical support, troubleshooting hardware and software issues, and utilizing IT service management tools. Proficient in client training and technical documentation while adhering to information security and quality policies.

Highest-signal resume keywords
Technical SupportTroubleshooting SkillsZendesk CRMWindows Server TechnologiesIT Service Management

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
TroubleshootingTechnical DocumentationClient TrainingSQL ServerNetworkingServer-Side IssuesSoftware ApplicationsHardware SupportRDPIIS Configuration
Soft Skills
Written LiteracyCommunication Skills
Tools & Technologies
Zendesk CRMMS O365
Industry Keywords
Service Level AgreementsInformation SecurityQuality PoliciesCase LoggingConfigurable Platforms

Tech Stack

Tools & technologies
ITSMSQL

About the role

Key responsibilities & impact
  • Provide first-line technical support for the Sitestream team
  • Log, prioritise and troubleshoot software and hardware support tickets using Zendesk CRM
  • Resolve tickets within defined Service Level Agreements
  • Escalate unresolved issues to Professional Services for analysis and complex investigation
  • Support the Solution Architect with implementations
  • Support internal and outsourced citation printing
  • Train clients and internal staff on new or existing software applications
  • Escalate issues and feature requests to relevant teams
  • Assist with technical documentation for new installations, upgrades and software resolutions
  • Support the Account Manager with client support issues and advice requests
  • Support internal infrastructure and on-the-ground application deployments
  • Adhere to Information Security and Quality Policies
  • Track first response time, resolution time, CSAT scores, ticket backlog and self-service deflection rate

Requirements

What you’ll need
  • Experience with IT service management/CRM tools for case logging and trackability
  • Experience working with configurable platforms, workflow engines, or enterprise software solutions
  • Strong troubleshooting skills and experience with hardware, software, networking and server-side issues
  • A high level of technical, written literacy
  • Ability to explain technical issues to non-technical users
  • Knowledge of Windows Server technologies; RDP, IIS configuration, server roles and features, MS O365
  • Some knowledge of SQL server database technologies is preferred but not essential
  • Existing right to work in the US
  • Ability to pass a comprehensive background check, including fingerprinting

Benefits

Comp & perks
  • Health and Dental Insurance (BlueCross BlueSheild, 80:20 contribution model)
  • 401 k
  • Salary of $60,000 per year
  • Vision
  • Longterm Disability & AD&D
  • 20 Days PTO (full year allowance)
  • Life Insurance
  • EAP
  • Community Day
  • Moment in Time Day
  • Federal Paid Holidays