Transfinder · 3 hours ago
Software Support Specialist (Level 2 support)
Albany, NY
Full-time
Hybrid
Entry, Mid Level
$62K/yr - $70K/yr
2+ years expTransfinder is a company that provides software solutions, and they are seeking a Software Support Specialist to serve as the primary point of contact for clients experiencing technical difficulties. This role involves managing and resolving complex client technical challenges and providing exceptional customer service while collaborating with various teams.
EducationTransportationCharter SchoolsScheduling
Responsibilities
Identifies and resolves complex client issues by approaching an issue from multiple angles and testing possible solutions through a Quality Assurance (QA) or User Acceptance Testing (UAT) environment
Assesses error logs, metrics, user reports, and screenshots to provide resolutions or data-driven recommendations of best practices to the end user and internal teams
Evaluates client data for possible discrepancies and diagnoses data issues using SQL queries
Determines and resolves document functional issues, errors, and configuration changes within browser-based software applications
Utilizes tools such as DevTools, Developer Edition, Kibana, and Structured Query Language (SQL) to diagnose and document underlying errors related to front-end or data-specific software issues
Facilitates technical support to end-users via phone or screen sharing to resolve issues efficiently
Determines comprehensive steps to reproduce and annotate screenshots of discovered bugs for an efficient hand-off between departments
Ensures the bug resolution process is thorough with quality documentation of existing versus expected functionality, working with cross-team members to confirm software behavior as part of the troubleshooting steps
Maintains and expands internal documentation via thorough note-taking on completed cases
Stays current with the dynamic product suite that has quarterly releases of new features and products
Applies updated product knowledge when solving technical difficulties, ensuring seamless support for the clients
Proactively seeks opportunities to enhance product knowledge through provided training videos, internal documentation, and hands-on experimentation
Collaborates closely with cross-functional teams, including development, QA, and DevOps, to facilitate the knowledge transfer of issues documented with existing or emerging technologies
Ensures client issues faced during onboarding are resolved efficiently and to completion in partnership with the Service department
Collaborates with the DevOps team on reporting and facilitating performance/infrastructure-based issues that require server review
Thoroughly communicates possible trending client issues to the Development and QA departments to ensure both departments are equipped with all gathered information on the presenting issue
Other duties and projects as assigned
Qualification
Required
Excellent communication and interpersonal skills with the ability to interact with internal teams, external clients, and stakeholders
Ability to manage multiple support cases while maintaining quality and response time goals
Exceptional analytical skills to detect patterns, diagnose root causes, and suggest enhancements for software and user experience
Ability to work effectively independently and as part of a collaborative team
Excellent organizational skills and attention to detail
Proficiency in using a Customer Relationship Management system (CRM)/ticketing software to track, manage, and provide updates on existing client issues
2+ years of experience supporting Software as a Service (SaaS) products
2+ years of experience in a technical support position providing phone and screensharing-based support to clients
Thoroughly demonstrated knowledge of a variety of diagnostic tools including SQL, DevTools, Kibana, and Remote Desktop Protocol (RDP) applications
Basic troubleshooting experience with Application Programming Interface (APIs), the Active Directory (AD) with Security Assertion Markup Language (SAML), and Single Sign-On (SSO)
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Company
Transfinder
Transfinder is a national leader in student transportation management systems and services.
201-500 employees
H1B Sponsorship
Transfinder has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (2)
2020 (2)
Funding
Current Stage
Growth StageLeadership Team
Antonio Civitella
President & CEO
Recent News
Seattle TechFlash
2025-04-22
2024-04-14
Company data provided by crunchbase