Job Description:
At ProviderSoft, a Software Support Engineer is responsible for supporting our clients’ successful use of our products through technical acumen and effective communication. This role will report to the Development Team Lead and work closely with Helpdesk Representatives, dedicated Account Representatives, and Developers.
As a Software Support Engineer at ProviderSoft, you will have the opportunity to work closely with a highly skilled team to support the leading SaaS ERP solution for the Early Childhood Development market. We operate nationally, partnering with the largest and most successful organizations in the industry. Our software provides the case management, compliance monitoring, EHR, and fiscal oversight that drives the success of these organizations. This is an incredible opportunity to increase your knowledge and further develop your skills while helping to grow a flourishing software company.
ProviderSoft is a 100% remote company and has been since 2010. Our client-focused, collaborative, growth-oriented, and transparent culture offers our employees the balance and support needed to ensure both individual and organizational success.
Responsibilities
- Subject Matter Expert: Become a trusted advisor with deep knowledge of ProviderSoft products, our clients' unique needs, and the intricacies of the Early Childhood Development (ECD) field.
- Advanced Troubleshooting: Independently resolve complex technical issues escalated from Tier 1 and 2 support, demonstrating resourcefulness and creative problem-solving.
- Client-Focused Collaboration: Partner with Client Success and Development teams to understand client objectives, reproduce issues, and implement effective solutions that align with ECD best practices.
- Technical Investigation: Analyze system logs, user data, and other relevant information to diagnose root causes, document steps to reproduce issues, and recommend proactive measures to prevent recurrence.
- Data-Driven Insights: Utilize strong SQL and T-SQL skills to develop custom reports and dashboards that empower clients and internal teams with actionable data, ensuring compliance with privacy regulations.
- Efficient Support Management: Prioritize and manage service ticket queues strategically, balancing responsiveness with thoroughness, and consistently meeting (or exceeding) service level targets.
- Effective Communication: Clearly and concisely articulate technical concepts to non-technical stakeholders, setting realistic expectations for issue resolution timelines and promoting transparent communication.
- Continuous Improvement: Actively participate in process improvement initiatives, sharing feedback and insights to enhance team efficiency and client satisfaction.
Requirements
- Proven Expertise: 2+ years of experience in Tier 2 or 3 software support, demonstrating a track record of resolving complex issues in a fast-paced environment.
- Technical Proficiency: Strong analytical and troubleshooting skills, with expertise in RDBMS maintenance (Microsoft SQL Server preferred) and SQL query language (T-SQL).
- Customer-Centric Approach: A passion for delivering exceptional client experiences, with excellent written and verbal communication skills and the ability to build rapport with diverse stakeholders.
- Data Analysis Skills: Proficiency in Microsoft Excel or Google Sheets, with the ability to manipulate and interpret data to identify trends and patterns.
- Self-Starter Mentality: A proactive and resourceful approach to problem-solving, with a strong sense of ownership and the ability to work independently.
- Domain Knowledge (Preferred): Familiarity with the Early Childhood Development field or a strong interest in learning about its unique challenges and opportunities.
- Legal Authorization: Authorization to work in the U.S. or Canada.
Bonus Qualifications
- Experience with early childhood education software or data management systems
- Knowledge of relevant privacy regulations (e.g., FERPA, HIPAA)
- Experience with bug tracking tools (e.g., JIRA)
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Business Unit:
ProviderSoft
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
