The Role:

Terra Dotta isseekingan experienced and detail-orientedTechnical Support Specialistto join our team. As a Technical Support Specialist, you will handle complex customer issues and support tickets requiring in-depth code investigation. You will ensure ourclients'satisfaction and success with our software solutions. 

What You Will Do:

• Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary.

• Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance andassistance.

• Document customer interactions and resolutions in our Zendesk ticketing system,maintainaccuraterecords,andensureproper follow-up.

• Work closely with the development team toidentify, report, and resolve software bugs.

• Contribute to creating andmaintainingknowledge base articles, technical documentation, and other support resources.

• Participate in ongoing training to stay current with product updates, new features, and industry trends.

• Provide feedback and recommendations to improve product functionality, usability, and performance. 

What You Need to Get it Done:

• Bachelor's degree in computer science, Engineering, or a related field is preferred.

• 3-5 years of experience in a technical support or software development role, preferably in a software or technology company.

• Strong problem-solving skills and the ability to troubleshoot complex technical issues independently.

• Proficient in programming languages, such as Java, JavaScript, or Python, and experience with web technologies and databases.

• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.

• A customer-centric mindset with a passion for delivering exceptional service and building solid relationships.

• Familiarity with the Zendesk ticketing system, CRM platforms, and remote support tools.

• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

What makes us a great place to work? 

• Unlimited paid time off, 13 paid holidays, and unlimited wellness (sick) time off.

• Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!

• Company-paid life insurance, short-term & long-term disability.

• 12 weeks paid maternity leave, 4 weeks paid paternity leave.

• Automatic enrollment into our 401k

• Access to physical and mental wellness programs.

• Financial literacy training with Fidelity.

• Exceptional colleagues with a passion for global education!