FT Technical Support Specialist – Tier 2 (Seminaries & Institutes)

This full-time role serves as a Tier 2 Technical Support Specialist while leading knowledge and training initiatives for the Seminaries & Institutes of Religion (S&I) Online Help Center.

Requirements

• Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone.
• Troubleshoot and resolve complex technical issues related to applications, accounts, and systems using logs, error messages, and replication.
• Manage and prioritize support tickets in alignment with service level agreements (SLAs).
• Document and escalate incidents clearly for knowledge sharing and technical resolution.
• Manage, maintain, and expand the S&I Help Center by creating, editing, and refining support articles, FAQs, and training resources.
• Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center.
• Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate, updated resources.
• Develop and deliver training sessions, walkthroughs, and resource guides for end users, support staff, and other stakeholders.
• Support users through remote software updates, feature rollouts, and process changes.
• Participate in team syncs and foster knowledge-sharing initiatives across support tiers.
• Report and validate software bugs, assist in testing, and provide user-focused feedback to engineering teams.
• Perform additional duties and project-based assignments as directed by support leadership.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance