Technical Support Specialist

Company Overview:

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

POSITION SUMMARY

The Technical Support Specialist provides advanced, client-facing technical support for our global education software solutions. This role combines deep technical troubleshooting with excellent customer service to ensure that K–12 and higher education institutions can reliably deploy, integrate, and operate our products. The Technical Support Specialist owns complex incidents from intake through resolution, partners closely with internal engineering and product teams, and helps customers get maximum value from our software through expert installation, configuration, and integration support.

POSITION SCOPE

Provide technical support to customers

• Act as a primary technical contact for global education customers via phone, email, and remote access.

• Troubleshoot and resolve software, configuration, performance, and connectivity issues, interpreting logs and error files to identify root causes.

Install, configure & upgrade products

• Install, configure, and upgrade software in customer SQL and server environments (on-premises, hosted, and cloud).

• Configure required web services and background components to ensure stable, secure operation.

Support integrations & identity

• Implement and support integrations with AD/LDAP, SIS/MIS, SSO providers, and LMS platforms commonly used in education.

• Configure and troubleshoot SSO and authentication flows in partnership with customer IT teams.

Resolve infrastructure & database issues

• Diagnose network, firewall, and server issues that affect product availability or performance.

• Address SQL connectivity and performance issues in collaboration with customer database administrators.

Enable smooth implementations & knowledge sharing

• Support new customer implementations, go-lives, and post-implementation stabilization.

• Document troubleshooting steps and solutions, maintain accurate case notes, and contribute to internal and external knowledge bases.

• Collaborate with Engineering, Product, and Support teams on escalations and continuous improvement.

Other duties and tasks as assigned

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field; or equivalent practical experience.

• 3+ years in a technical support, systems administration, or implementation role for enterprise or B2B software; education technology experience preferred.

• Direct experience partnering with customer IT teams in a client-facing capacity.

• Strong experience with Windows Server, virtualization, and mixed environments (including MacOS or Linux), using remote access tools and ticketing/CRM systems to support customers.

• Solid understanding of networking (TCP/IP, DNS, firewalls, VPNs, proxies, load balancers) and the ability to diagnose and resolve connectivity and performance issues.

• Hands-on experience with Microsoft SQL Server or other relational databases, including basic–intermediate SQL queries and core performance, backup/restore, and data integrity concepts.

• Experience with Active Directory/LDAP, SSO and identity platforms (e.g., SAML2, ADFS, Azure AD, Google), and web services/APIs (HTTP/HTTPS, certificates) in on-premises and cloud-hosted SaaS environments, ideally within education technology or library/information systems.

• Strong analytical and problem-solving skills in complex technical environments.

• High attention to detail and accuracy in configuration, documentation, and troubleshooting.

• Demonstrated customer service focus with clear, professional communication and the ability to manage multiple priorities independently.

• Continuous learner; familiarity with ITIL or similar incident/change management practices and monitoring tools is a plus.

WORK ENVIRONMENT

• This is a hybrid role based in Wellington, New Zealand. Candidates must have a right to work in New Zealand.

• It requires a suitable space that provides a private and quiet workplace. 

• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. 

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.

• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.

• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials

• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.

• Travel requirements: Minimal (less than 10%)

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

EEO

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.

Email: [email protected]

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf