Technical Support Engineer I

Job Summary

At PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem - from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.

Responsibilities

• Serves as the initial point of contact for customer inquiries via phone, email, and chat, accurately assessing urgency and impact to prioritize work
• Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionality
• Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through
• Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysis
• Produces standard statistical reports, such as incident summaries as help desk incident reports
• Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product quality
• Participates in product evaluations by testing software or hardware to assess usability and validate product performance
• Identifies recurring issues and opportunities to improve processes, documentation, or self-service resources to enhance the overall customer experience
• Creates and maintains knowledge base articles for both internal teams and customer self-service resources
• Performs other duties as needed to support team success and evolving business requirements

Qualifications

Minimum Qualifications

• 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
• Maintaining a positive attitude and fostering a collaborative and unified work environment
• Associate degree or equivalent work experience; bachelor's degree in a technical field preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.