Technical Support Advisor II

Overview

About PowerSchoolAt PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Responsibilities

Description

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction while achieving organizational goals. This role serves as a Tier 2 escalation resource responsible for advanced troubleshooting, issue resolution, and collaboration with internal teams to resolve complex customer issues.

Your day-to-day job will consist of:

• Manage and resolve Tier 2 customer escalations.

• Investigate and troubleshoot complex software, configuration, and integration issues.

• Own customer issues from escalation through resolution.

• Collaborate with Engineering and Development teams to resolve technical issues and product defects.

• Create and maintain case documentation and bug reports.

• Prioritize and manage a high-volume case queue.

• Meet and exceed established benchmarks and expectations.

• Stay current on all key support topics, including product knowledge and required technical and soft skills.

• Provide expert, top-quality customer support, including professional, courteous, and timely communication.

• All other duties as assigned.

Qualifications

Minimum Qualifications

• 2 to 4 years of relevant and related work experience.
• Associate's degree or equivalent, or equivalent years of relevant work experience.
• Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
• 2+ years of experience in technical support, software support, application support, or customer escalations.
• Experience troubleshooting complex software issues and driving cases to resolution.
• Experience managing multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in a Tier 2 support, escalations, or advanced troubleshooting role.
• Salesforce experience required (Bomgar preferred).
• Working knowledge of Jira, APIs, SQL, and relational databases.
• Familiarity with cloud-based technologies.
• Strong communication, customer service, and time management skills.
• Experience working with Engineering or Development teams to resolve technical issues.
• Experience in K-12 education technology, SIS platforms, or a school district environment preferred.
• Associate's degree or equivalent work experience; Bachelor's degree preferred.

Compensation & Benefits

Compensation & Benefits

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $42,100 - $76,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].