Advanced Technical Support Specialist

The HSI Systems Advanced Technical Support Specialist provides advanced technical support to customers across HSI's software solutions. This role serves as a platform subject matter expert, helping customers and internal teams resolve complex technical, configuration, integration, and data-related issues that extend beyond frontline support.

Operating in a high-volume support environment, this position is responsible for troubleshooting advanced platform issues, supporting data imports and migrations, assisting with system configurations, and determining whether reported behavior is functioning as intended or requires escalation to Product and Development teams.

Support is primarily handled via email and internal collaboration with Customer Success, Sales, Product, and Development teams. The role also includes direct customer interaction, requiring clear and professional communication through email, as well as occasional phone and video calls.

This position is well-suited for someone who is highly analytical, enjoys solving complex technical problems, is comfortable working with data and Excel, and can bridge the gap between customers and technical teams.

What You'll Do

• Investigate and resolve advanced technical issues, including system errors, data discrepancies, configuration challenges, integration issues, and customer escalations.
• Analyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions.
• Serve as a platform subject matter expert, supporting configuration changes, customer setup activities, data imports/exports, site restructuring, and platform administration.
• Perform large-scale customer requests, including bulk data imports, platform upgrades, customer migrations, and organizational restructuring activities.
• Support and troubleshoot integrations, including HRIS systems, single sign-on (SSO), APIs, and other connected technologies.
• Perform data audits to ensure accuracy, consistency, and proper data mapping.
• Review and resolve data discrepancies and outliers, identifying patterns and recommending improvements.
• Partner with Customer Success and Account Managers by occasionally joining client calls (1-2 times per week) to provide clear, customer-friendly technical support.
• Assist implementation teams with system setup, data population, migrations, and customer onboarding activities.
• Conduct quality assurance reviews to ensure configurations meet requirements and function as expected.
• Partner with Product and Development teams to analyze technical issues, identify potential defects, validate expected platform behavior, test fixes, and support customer-impacting enhancements.
• Maintain accurate documentation and case tracking in Salesforce, ensuring tickets are resolved within SLA guidelines.
• Act as a technical resource with deep understanding of company products, platform functionality, data architecture, integrations, and APIs.
• Identify recurring issues and contribute to process and system improvements.
• Maintain accurate records of all activities in Salesforce.

What We're Looking For

• Strong problem-solving skills with the ability to troubleshoot complex system and data issues.
• High level of comfort working with data, particularly in Excel.
• Ability to think critically and work through ambiguous problems independently.
• Strong attention to detail and understanding of how data impacts overall system performance.
• Ability to distinguish intended system behavior from software defects and communicate findings effectively to both technical and non-technical audiences.
• Clear communicator who can explain technical concepts in a user-friendly way.
• Organized and able to manage multiple priorities effectively.

Requirements

• Bachelor's degree preferred (or equivalent combination of education and experience).
• 2+ years of experience in technical support, system configuration, software administration, or supporting SaaS platforms.
• 4+ years of overall technical, systems, or software support experience preferred.
• Strong working knowledge of Microsoft Excel, including: Formulas (such as VLOOKUP/XLOOKUP and IF statements)
• Data cleanup and manipulation
• Pivot tables
• Working with imports, exports, CSV files, and moderately complex datasets
• Candidates do not need expertise in every advanced Excel function on day one, but should have a solid foundation in formulas, data analysis, and data management concepts.
• Experience in a customer-facing role, with the ability to communicate directly with clients and explain technical concepts in a clear, professional, and user-friendly manner.
• This may include experience in technical support, customer support, implementations, customer success, or client services.
• Strong technical aptitude and ability to learn new systems quickly.
• Experience supporting software integrations, APIs, SSO, HRIS platforms, or similar connected systems preferred.
• Experience with Learning Management Systems (LMS) or other SaaS software platforms preferred.
• Familiarity with databases, data structures, or data mapping concepts is a plus.