Product Support Specialist, Technology Solutions

Foundation for California Community Colleges · California Remote · $75,000–$85,000 (stated in the posting)

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Product Support Specialist, Technology Solutions

100% Remote within California, Must reside in California

The Foundation for California Community Colleges (FoundationCCC) is looking for a tech-savvy, customer-focused Support Specialist who enjoys troubleshooting software, solving complex problems, and creating positive user experiences.

In this role, you'll do more than respond to support tickets. You'll become a go-to resource for our web and mobile applications, collaborate with technical teams to resolve issues, and help improve the products and support processes that serve California's community colleges.

If you have experience supporting software applications, enjoy digging into technical challenges, and are passionate about helping others, we'd love to hear from you!

What You’ll Do

The Support Specialist, Technology Solutions is the first point of contact for user support across a select group of web and mobile applications within the Technology Solutions department’s portfolio. The Support Specialist, Technology Solutions builds deep expertise in a primary product and gradually expands to support additional applications within the portfolio. The role spans both foundational and advanced technical support responsibilities, including escalation management, root cause analysis, and identifying trends to drive proactive improvements.

Success in this position requires both strong technical acumen and the ability to communicate clearly and patiently with users of varying technical backgrounds. This position is ideal for a tech-savvy individual who thrives in a remote, fast-paced environment and brings a passion for learning and helping others.

• Troubleshoot and resolve technical issues involving web and mobile applications, investigating errors, reproducing problems, and identifying solutions.
• Manage customer support requests from initial inquiry through resolution, providing timely updates and a positive support experience.
• Collaborate with technical and product teams to escalate complex issues, identify recurring problems, and recommend product improvements.
• Develop support resources such as knowledge base articles, troubleshooting guides, and user documentation.
• Train and empower users through virtual training sessions, product demonstrations, and technical guidance.
• Improve support processes by identifying trends, streamlining workflows, and helping enhance service quality.
• Support application testing and system improvements by investigating performance issues, validating fixes, and assisting with product updates.

We're looking for someone who combines strong technical troubleshooting skills with excellent customer service and communication abilities.

Qualifications and Experience:

• 5+ years of experience in a customer-facing support role, ideally involving software, SaaS platforms, or web-based applications.
• 2+ years of experience using support ticketing systems such as Zendesk, Jira Service Management, or similar platforms.
• Strong technical troubleshooting skills, including the ability to investigate software issues, document findings, and communicate solutions.
• Experience managing projects, coordinating priorities, and collaborating with cross-functional teams.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to users of varying experience levels.
• Proficiency with Microsoft Office, Google Workspace, Zoom, and other digital collaboration tools.
• A relevant bachelor's degree, equivalent professional experience, or a combination of both.

Even Better If You Have:

• Experience supporting iOS or Android mobile applications or troubleshooting web applications using browser Developer Tools.
• Familiarity with Jira, Confluence, Zendesk Guide, or other knowledge management and support platforms.
• Experience developing knowledge base articles, training materials, or technical documentation.
• Experience tracking support performance metrics and identifying opportunities for process improvement.
• Familiarity with Agile methodologies, including Scrum or Kanban.
• Knowledge of HTML5, CSS, or Regular Expressions.
• Experience supporting higher education, nonprofit organizations, or public agencies.

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
• CalPERS retirement program and optional 403(b) and 457 Retirement plans
• Tuition reimbursement
• Public Service Loan Forgiveness certified employer

If you have any questions, please email us at jobs@foundationccc.org.

Budgeted Annual Salary Pay Range:

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.

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