Support Specialist

Position Summary

The Support Specialist is responsible for providing advanced technical support, system administration, troubleshooting, and maintenance services for Finvi's federal-focused software product. This role works directly with customers, internal teams, and technical resources to resolve complex issues, support system upgrades, perform testing activities, and ensure optimal product performance. The ideal candidate possesses strong SQL expertise, hands-on experience with cloud and monitoring technologies, and a solid understanding of enterprise software environments within the receivables management, debt collection, or fintech industries. Due to the nature of the product, candidates must be eligible to obtain and maintain required Federal CRS clearance.

Key Responsibilities

• Serve as a primary technical support resource for customers.
• Investigate, troubleshoot, and resolve complex application, database, and system-related issues.
• Write and optimize complex SQL queries for analysis, validation, and issue resolution.
• Perform data validation, integrity checks, and support customer reporting needs.
• Support system configurations, maintenance activities, and customer environments.
• Maintain accurate technical documentation, support procedures, and knowledge base articles.
• Identify opportunities for operational efficiencies and support process improvements.
• Contribute to continuous improvement initiatives across the support organization.
• Share product knowledge and mentor team members as needed.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• 3+ years of experience in technical support, application support, systems administration, software implementation, or related technical roles.
• Strong research, technical communication and documentation skills and ability to expound technical solutions.
• Ability to understand or experience with advanced networking, practices, equipment, and procedures.
• Certifications such as: CCNA, CNIP, CISCO, CompTIA Network Plus preferred.
• Advanced SQL skills with demonstrated ability to write, analyze, and troubleshoot complex queries.
• Proven experience conducting technical root cause analysis, troubleshooting, and issue resolution in production environments.
• Working knowledge of networking concepts, including DNS, TCP/IP, connectivity, and troubleshooting methodologies.
• Experience supporting cloud-based environments, preferably AWS, and utilizing monitoring and observability tools such as Datadog.
• Knowledge of application deployments, release management, production support processes, and enterprise application architecture.
• Experience with Windows and/or Linux server environments.
• Familiarity with API integrations, web services, and modern enterprise software ecosystems.
• Ability to manage multiple priorities and deadlines in a fast-paced environment while maintaining attention to detail and process compliance.
• Strong analytical, organizational, problem-solving, verbal, and written communication skills.
• Demonstrated customer service orientation with the ability to translate complex technical concepts into business-friendly language.
• Proven ability to work independently with minimal supervision while collaborating effectively across teams and building strong stakeholder relationships.
• Proactive mindset with a commitment to continuous improvement and operational excellence.
• Ability to remain calm, effective, and responsive during high-priority incidents and production support situations.
• Eligibility to obtain and maintain required CRS clearance.
• Experience supporting Finvi products, particularly ArtivaRM, preferred.
• Experience within Debt Collection Software, Accounts Receivable Management, Receivables Management Technology, Enterprise Collection Platforms, FinTech, Financial Services Technology, Revenue Recovery Technology, or other enterprise SaaS software environments.
• Previous experience supporting federal government customers or highly regulated environments.