Product Support Specialist

Key Highlights

• Technical Troubleshooting: Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes and workable solutions. You’ll simplify complex concepts so users of all backgrounds can understand what’s happening and what to do next.
• Implementation Support: Assist customers with technical onboarding and integration work across both higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs), helping ensure smooth setup and long-term success.
• Customer Advocacy: Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements that enhance the user experience.
• Quality Partnership: Support QA efforts by testing new features, validating workflows, and identifying potential issues before release, helping ensure product updates land smoothly for customers.
• Documentation & Enablement: Create and maintain technical documentation, support guides, release notes, and best practices that empower customers to self-serve and maximize the value of the platform.