Software Support Specialist

About the role

At Frontier Energy, we’re more than just engineers and professionals—we’re a team of innovators, problem-solvers, and visionaries dedicated to advancing clean energy solutions. Our mission is to pioneer the intelligent use of energy for a sustainable and resilient future. We offer a collaborative and dynamic workplace where your ideas are heard, nurtured, and transformed into impactful solutions. With a flat hierarchy and open-door policy, every team member is empowered to experiment, take ownership, and make a real difference.

The Software Support Specialist is responsible for providing technical support and guidance to customers using Frontier Energy's software platforms and technology solutions. This role serves as a primary point of contact for application support, onboarding, training, and issue resolution, working closely with customers and internal teams to troubleshoot issues, maintain system functionality, and deliver a high-quality customer support experience.

Responsibilities

• Serve as a primary point of contact for customer support requests, product inquiries, and technical issues
• Troubleshoot software, configuration, workflow, and user access issues to identify and resolve root causes
• Document, track, prioritize, and manage support tickets through resolution in accordance with established service levels
• Perform user administration, configuration updates, and routine system maintenance activities
• Escalate complex issues to application consultants, analysts, developers, or other technical resources as appropriate
• Communicate issue status, resolutions, workarounds, and technical guidance to customers and stakeholders
• Create and maintain support documentation, knowledge base articles, troubleshooting guides, and user resources
• Assist with customer onboarding, product training, and user support activities
• Support testing, validation, and deployment activities associated with software releases and system enhancements
• Identify recurring issues, process inefficiencies, and opportunities to improve application stability, support processes, and customer experience

Requirements

• High School Diploma or GED (General Educational Development) equivalent
• 2–3 years of experience in Customer Success, Customer Support, Account Management, Help Desk, or a related customer-facing role
• Technical Troubleshooting and Problem Solving
• Customer Support and Service Delivery
• Ticket Management and Issue Tracking
• Documentation and Knowledge Base Management
• User Training and Support
• Organization and Priority Management
• Cross-Functional Collaboration
• Attention to Detail

Preferred qualifications

• Experience supporting software platforms, SaaS solutions, or technology-enabled services
• Customer Onboarding and Training
• CRM, Ticket Management, or Customer Support Platforms
• External Client and Customer-Facing Support
• Customer Feedback and Usage Analysis
• Agile or Iterative Delivery Methodologies

Benefits

Competitive compensation, comprehensive benefits, and opportunities for growth. Collaborative culture with flat hierarchy and open-door policy.