Technical Support Specialist II

We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS Practice Engine application.

You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high‐quality customer experience.

You’ll work closely with mentors, team leads, and cross‐functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to our customers.

What You’ll Be Doing

Customer Support & Technical Troubleshooting

• Respond professionally and proactively to customer inquiries, ensuring SLA compliance.
• Handle incoming support tickets via Salesforce/Service Cloud.
• Triage escalated issues, gather required information, and determine the best path to resolution.
• Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.
• Provide clear written resolutions within tickets prior to closure.
• Maintain strong CSAT scores by delivering high‐quality service.

Collaboration & Escalation

• Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.
• Communicate effectively with cross‐team stakeholders for updates, information requests, and escalations.
• Share knowledge through team shadowing, documentation, and internal collaboration.

Technical Knowledge & Product Expertise

• Build and maintain strong product knowledge related to both basic and advanced troubleshooting.
• Support product testing by reporting bugs, identifying change impacts, and sharing client insights.
• Contribute to the Knowledge Base by writing technical articles or solution summaries.

Documentation & Governance

• Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
• Adhere to governance, process, and communication standards across all interactions.

What We’re Looking For

We’re looking for someone who brings:

• Proven experience in technical support, ideally within a SaaS or software environment
• SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues
• Strong communication skills with clear, professional customer interaction
• Excellent documentation habits and attention to detail
• Ability to work collaboratively across teams and contribute to shared learning
• Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems
• Strong problem‐solving skills with a structured approach to troubleshooting
• Ability to manage multiple cases while maintaining SLA commitments and high quality
• A proactive approach to identifying issues, contributing insights, and supporting product improvement

Why Join IRIS?

At IRIS, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.

Please note we may close the vacancy early due to high volume of applications