Software Support Specialist II
Core
Provide technical support to ConnectWise partners by diagnosing and resolving product issues via multiple channels.
Role type
Mid-level IC software support specialist
Builds
Partner success and product adoption
Domain
SaaS / IT Service Management
Deliverable
client delivery
Required skills
troubleshooting, documentation, knowledge base management, cross-functional collaboration, data analysis, queue management, escalation handling, feature communication
Preferred skills
IT market knowledge, CRM/ERP domain familiarity, Windows/Linux server troubleshooting
Technologies
Windows, Linux
Responsibilities
Diagnose and resolve partner product issues; research, analyze, and document findings; maintain knowledge base; escalate trending issues and defects; guide junior team members; communicate new features to partners
Seniority
Mid-level, hands-on IC
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