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).
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.
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.
Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
Requirements
Configure required web services and background components to ensure stable, secure operation.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field; or equivalent practical experience.
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.
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.
This is a hybrid role based in Wellington, New Zealand. Candidates must have a right to work in New Zealand.
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
Experience
3+ years in a technical support, systems administration, or implementation role for enterprise or B2B software; education technology experience preferred. Direct
Benefits
We’re partnering with them to advance a bold vision for education that boosts district performance and student success.
Contact
Email: recruiting@follettsoftware.com
CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf
Additional details
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.
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.
Act as a primary technical contact for global education customers via phone, email, and remote access.