Software Support Specialist

Job Title

Software Support Specialist

Job Type

Full-time

Location

Fort Collins, CO US (Primary)

Category

Software Development

Minimum Education Required

Bachelor's Degree

Career Level

Staff

Job Description

Job Summary :

Trihydro, one of the top environmental and engineering consulting firms in the country, is seeking a Software Support Specialist to join our Technology Services Solutions team. In this role, you will support users of Trihydro's software products and solutions by providing a positive user experience through timely support and training.

As a Support Specialist, your responsibility will be to ensure customer satisfaction by providing technical assistance, troubleshooting issues, and enhancing overall user experience. You will be a strong advocate for and adhere to our privacy, security, and intellectual property standards and policies regarding Trihydro's software. You will serve as the primary point of contact for users who encounter problems or need guidance on using our software effectively.

This full-time position requires approximately 40-45 hours per week and involves a blend of strong communication skills, and problem-solving abilities. If you thrive in a fast-paced, collaborative environment, this opportunity is ideal for you.

Key Responsibilities :

• Support requests submitted via email, phone, voicemail, and product support pages.
• Receive, triage, and resolve incoming support tickets using our support ticketing system (currently Samanage), assessing urgency and severity to determine appropriate response or escalation.
• Escalate complex or high-priority issues to development, database, or system administration teams using DevOps.
• Conduct user onboarding, training sessions, both scheduled and as-needed.
• Maintain and update support documentation, training materials, FAQs, and knowledge base articles.
• Draft and distribute product release notes to users.
• Learn the function and intent of each software product to apply effective troubleshooting techniques.
• Document recurring issues and customer feedback to help identify product improvement opportunities.
• Assist with basic software testing and validation of bug fixes or new features as needed.
• Participate in team meetings to discuss product enhancements and support trends.

Qualifications :

What We Offer :

The salary information shown below is a general guideline ONLY. Salaries are based on candidates' experience and qualifications, as well as market and business considerations.

Summary pay range : $50,000- $70,000

This position will remain open until a qualified candidate has been selected.

Trihydro is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because of a protected Veteran status.