Technical Specialist

About the role

As a Technical Specialist at WinCan, you'll serve as the crucial link between our Support, Product, and Delivery Teams to enable successful use of our technology by our End Users. You'll own escalation intake, ticket execution, queue health, and procedural troubleshooting. This position requires exceptional communication skill, technical expertise, high level of customer service ability. Your role will facilitate smooth platform adoption by working alongside solutions delivery as well as quick issue resolution. The primary responsibility of a WinCan Technical Specialist is being an expert in all aspects of our software platform.

Responsibilities

• Monitor and maintain Jira queue health
• Manage escalated Zendesk and Jira tickets
• Intake and assess new technical escalations
• Maintain demo and test environments
• Coordinate escalation of confirmed software bugs to product team
• Support the implementations of our most sophisticated client workflows
• Quickly learn new product and features to drive internal and external adoption
• Travel to customer locations to provide advanced resolution support when facing complex or multi-faceted challenges

Qualifications

• Advanced problem-solving and troubleshooting skills
• Experience in technical support or escalations
• Strong communication between technical and non-technical teams
• Familiarity with software integration and APIs
• Ability to gather and relay technical requirements
• Project coordination, task management, and software delivery
• Familiarity with SaaS or cloud platforms
• Attention to detail in documentation and reporting
• Practical understanding of data management and data modeling
• Adaptability to work across teams and priorities
• Familiarity with Esri software and GIS data
• 4+ years of experience
• Must work in the Eastern Standard Time zone