Advanced Technical Support Specialist

Main Responsibilities

• Partner with business stakeholders to define, document, and maintain the business process rules that govern platform configuration and behavior, ensuring system logic reflects actual operational intent.
• Translate business requirements into system configuration and validated rule sets, and identify when existing rules no longer match operational reality — proposing updates based on root cause and trend analysis.
• Lead the technical implementation of new client environments end-to-end, including scoping, configuration, deployment, and testing, coordinating timelines and dependencies across internal teams.
• Own delivery schedules for key account and new-environment projects, tracking milestones, flagging risks early, and communicating progress and changes to customers and internal stakeholders.
• Serve as a bridge between technical implementation and business intent — ensuring configuration and process changes reflect the reasoning behind a request, not just the request itself.
• Negotiate change requests and delivery timeframes with customers, weighing technical feasibility against business priorities.
• Document customization requirements for new functionality and partner with the verification team or customer to ensure solution testing is executed and validated before go-live.
• Lead technical configuration, integration, and testing efforts for key account projects (e.g., ACLs, list management, reporting).
• Troubleshoot system issues for internal front-line staff and external customers, submit and manage tickets via Jira with appropriate support teams, and act as the requester's advocate through resolution — coordinating across departments and closing the loop in a timely manner.
• Work closely with Product Management on solution updates, maintenance, and roadmap planning, contributing insight from client-facing implementation work.
• Collaborate and coordinate effectively with Support, Product, and Services teams to resolve technical blockers and keep project and delivery work on track.
• Keep customers informed of ticket status, project milestones, new products, releases, and product upgrade news.
• Contribute to knowledge transfer by providing functional guidance and coaching to less experienced members of the team.
• Aid in internal and external communications and training related to product enhancements, launches, and new environment rollouts.

Qualifications

• Bachelor's degree or equivalent experience.
• 3-5 years of experience in technical support, platform operations, or business systems analysis.
• Experience analyzing and documenting business process rules and translating business requirements into system configuration or logic.
• Experience managing project timelines, milestones, and cross-functional coordination for technical implementations or rollouts.
• Demonstrated experience troubleshooting and resolving complex technical issues, including root cause analysis.
• Comfortable working directly with business stakeholders to clarify requirements and validate system behavior matches intended process outcomes.
• Strong interpersonal, communication, and problem-solving skills.