Senior Technical Support Engineer

PowerSchool

. Serve as the initial point of contact for customer requests via phone, email, and chat .

Posted 9/17/2026full-timeRemote • United StatesSenior💰 $42,100 - $76,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in technical support, with a focus on customer service, issue resolution, and effective communication. Proficient in utilizing CRM systems and producing analytical reports to enhance operational efficiency.

Highest-signal resume keywords

Technical Support ExperienceSalesforce ProficiencyCRM ExperienceStrong Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem DiagnosisCase Management System LoggingStatistical ReportingSoftware TestingKnowledge Base Article Creation

Soft Skills

Customer Service SkillsConflict Resolution SkillsTime ManagementAdaptabilityCollaboration

Tools & Technologies

Microsoft Office SuiteSalesforce

Industry Keywords

SaaSTechnical SupportHelp DeskCustomer Workflows

About the role

Key responsibilities & impact

Serve as the initial point of contact for customer requests via phone, email, and chat
Assess urgency and impact to prioritize technical issues related to hardware, software, networking, and related technologies
Diagnose technical problems, conduct research, and implement effective resolutions
Maintain ownership through follow-up and ensure customer expectations are met
Escalate complex or high-severity issues while remaining accountable for coordination, communication, and resolution outcomes
Log, track, and document customer interactions, troubleshooting actions, and resolutions in the case management system
Produce standard statistical reports, such as help desk incident reports
Collaborate with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements
Participate in software and hardware testing to evaluate usability, performance, and alignment with customer workflows
Work assigned shifts, including variable schedules and designated holidays as required
Adapt to changing responsibilities and task assignments based on supported products and organizational priorities
Create and maintain knowledge base articles for internal teams and customer self-service resources
Perform other duties as assigned, including special projects and additional technical support initiatives

Requirements

What you’ll need

2+ years’ prior experience in a technical support role, ideally in a SaaS software company
Proficient in Microsoft Office suite
Salesforce experience required
Prior CRM experience required
Strong attention to detail and time management
Strong oral and written communication skills in English
Strong customer service and conflict resolution skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Associate’s degree or equivalent work experience
Bachelor’s degree in a technical field preferred

Benefits

Comp & perks

Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
Flexible Spending Accounts and Health Savings Accounts
Short-Term Disability and Long-Term Disability
Comprehensive 401(k) plan
Generous Parental Leave
Unrestricted paid time off (known as Discretionary Time Off - DTO)
Wellness Program, including ClassPass & Employee Assistance Program
Tuition Reimbursement
Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage