Technical Support Specialist

If YOU want to:

• Work alongside talented, supportive, high performing team members in a dynamic work environment
• Learn every day from a team that values commitment, collaboration, innovation, and respect for each other
• Contribute to the success of an integral team of a mission driven company
• Work hard, celebrate the wins, and make an impact in the process...

Then WE want to: talk to you!

Work Shield is seeking a full-time Technical Support Specialist to join our growing internal development team in our office in Dallas, Texas. Work Shield is the only technology, culture, and data-driven solution that partners with organizations to efficiently manage the reporting, investigation, and resolution of workplace misconduct. Our entrepreneurial spirit drives our vision to create safe and open workplace cultures of integrity and trust. Work Shield was founded in 2018, and our start-up mindset drives our growth, with values centered around commitment, collaboration, and innovation.

Job Description

We are specifically looking for a Technical Support Specialist experienced with responding to technical issues, handling hot-fixes, managing our platform's online ticketing system, and communicating effectively with clients and their employees. Successful candidates will have a minimum of 2 years of recent experience with all or a majority of the skills listed below. Your primary work will entail addressing tech support tickets, coordinating with the development team for resolutions, and ensuring seamless communication between clients, employees, and the development team.

What you’ll do:

• Respond to and resolve technical support issues
• Manage and prioritize tech support tickets using our online ticketing system
• Coordinate with the development team to handle hot-fixes and system updates
• Utilize SQL and development best practices to handle data fixes
• Analyze and organize legacy data systems
• Assist with ongoing Quality Assurance
• Assist with Dev Ops engineering tasks such as managing QA environments
• Communicate effectively with clients and employees to provide timely updates and resolutions
• Ensure tech support processes are documented and streamlined
• Identify and escalate complex issues to appropriate team members
• Provide training and support to clients and employees on system usage and troubleshooting
• Collaborate with other members of the development team to improve platform stability and user experience
• Monitor system performance and identify areas for improvement
• Contribute to the development of support documentation and knowledge base articles
• Other miscellaneous tasks and projects as assigned
• Lives the values of Work Shield

We are looking for someone with at least two years experience with the following skills:

• Technical support and troubleshooting experience
• Familiarity with software development environments and processes
• Excellent communication and interpersonal skills
• Experience with ticketing systems and support tools
• Basic understanding of network security and DevOps practices
• Ability to work independently and manage multiple tasks simultaneously
• Bachelor’s degree
• Experience or desire to work with SQL to manage database hot fixes
• Strong attention to detail to assist with ongoing QA practices.
• Bonus - Experience with Node.js, Rust, AWS, and Linux environments
• Bonus - Experience with GraphQL and RESTful environments

Compensation and Benefits:

The salary range for this role falls within $55,000 and $75,000, commensurate with relevant experience and qualifications and in alignment with internal equity. This role is also eligible for a performance bonus based on individual and organizational performance and goal attainment.

Work Shield offers a comprehensive, total rewards package that includes competitive compensation, a flexible benefits package and career development programs that reflect its commitment to creating a diverse and supportive workplace.

• Medical, Vision and Dental Insurance
• Paid Time-Off Program and 13 Company Paid Holidays
• 401(k) Retirement Plan
• Basic Life and Supplemental Life Insurance
• Health Spending Account
• Long-Term Disability
• Company Parking
• Professional Development and Learning Opportunities
• On-the-job Training and Skills Development

Seniority Level

Mid-level

Industry

Human Resources/Risk Management/Technology Solutions

Employment Type

This is a full-time, in-office position. At Work Shield, we are a growing company with a vision of building something extraordinary. As a service-focused technology company, we thrive on collaboration and innovation, which we achieve most effectively when working together in person. Our team dynamics and face-to-face interactions drive our success and foster a vibrant work environment.

However, we understand that life happens. Whether it's kids (or our beloved pets) falling ill, doctor appointments running late, or other personal commitments, we recognize the need for flexibility. Instead of a rigid remote or hybrid work schedule, we offer individual flexibility to work remotely on those occasional days when "life happens." This position is an "at-will" position.

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.

Location

Dallas, TX

Travel

Rare, if any

Job Functions

Technical Support for Work Shield

Industry

Information Technology & Services along with Human Resources/Risk Management/Technology Solutions

Employment Type

Full-time