Senior Technical Support Engineer

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.  

Description

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to ensure maximum customer satisfaction while reaching our organizational goals. 

Your day-to-day job will consist of: 

• • Serves as the initial point of contact for customer requests via phone, email, and chat, assessing urgency and impact to effectively prioritize technical issues related to hardware, software, networking, and related technologies 

  • Diagnoses technical problems, conducts research, and implements effective resolutions, maintaining ownership through follow up and ensuring customer expectations are met 

  • Escalates complex or high severity issues to the appropriate teams while remaining accountable for coordination, communication, and resolution outcomes 

  • Accurately logs, tracks, and documents all customer interactions, troubleshooting actions, and resolutions within the case management system 

  • Produces standard statistical reports, such as help desk incident reports 

  • Collaborates and consults with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements 

  • Participates in software and hardware testing to evaluate usability, performance, and alignment with customer workflows 

  • Demonstrates flexibility to support business needs by working assigned shifts, including variable schedules and designated holidays as required 

  • Adapts to changing responsibilities and task assignments based on the products supported and evolving organizational priorities 

  • Creates and maintains knowledge base articles for both internal teams and customer self‑service resources 

  • Performs other duties as assigned, including participation in special projects and additional technical support initiatives 

Qualifications Include:

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.   

• • 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’s degree or equivalent work experience, bachelor's degree in a technical field preferred  

Compensation & Benefits

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $42,100 - $76,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.