Technical Support Specialist

About SDL: 

SDL provides cloud-based software solutions to local governments, aiming to make our communities better places to live and work. As a mission-driven company, SDL is committed to creating impactful technology that serves the public good. 

We are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you–and the type of work environment where you’d thrive–we hope you’ll join us!

We offer flexible remote work options and are primarily based in the US East Coast time zone. You do not have to relocate to join SDL!

What We Offer:

• Competitive salary.
• Unlimited PTO.
• Flexible working hours and remote work options.
• Comprehensive health, dental, and vision insurance.
• Professional development opportunities and learning budget.
• Home office and IT budget.
• Supportive team environment.
• The chance to work on innovative projects with cutting-edge technologies.

The Position:

As a Technical Support Specialist at SDL, you will be responsible for: 

• Becoming an expert and staying current on SDL products and services so that you can provide accurate guidance and issue resolution to SDL software users by troubleshooting a variety of issues, including: software, hardware, network connectivity, email, and secondary issues.
• Providing direction and instruction on best practices and efficient software usage for end users via phone, email, remote desktop and occasional video calls
• Proactively reviewing and resolving tickets to ensure customer satisfaction and providing detailed documentation on all support tickets
• Advising Team Lead, Developers, CSMs and other teams of urgent issues, as needed 
• Working on occasional side projects that benefit the company, the team, and SDL users

At SDL, our tech support team serves as the main point of contact for municipal employees and citizens seeking assistance with SDL software. This role offers the unique opportunity to share valuable user insights with our product and development teams while delivering an exceptional experience for our customers. If you thrive on collaboration, enjoy problem-solving, and want to be part of a dynamic technical team, we’d love to hear from you!

What This Job Can Offer You:

• Complex and meaningful challenges — solving them will make our communities better places to live and work
• Opportunity to have a significant impact on the business
• Competitive salary, unlimited PTO, and a set of benefits.
• A supportive work environment where you can grow and challenge yourself to do your best work.

What You Bring:

• 3+ years in a technical support role, with a knowledge of basic networking, prior experience with help desk software, and expert knowledge of current Microsoft/Windows operating systems
• A focus on delivering an exceptional customer experience
• Excellent analytical, problem solving and trouble-shooting, and organizational skills
• Collaborative team player 
• Effective and articulate communicator with both strong listening and communication skills

What Makes You Stand Out:

• Experience in the SaaS industry, particularly in providing solutions to local governments.
• Prior startup experience on a customer support team
• SQL Database knowledge
• Zendesk experience
• The ability to demonstrate empathy, independence, and a sense of urgency in a fast-paced customer support setting.

Practicals:

• Team: Technical Support 
• Location: Anywhere in the USA, with a preference for applicants in the East Coast and Central Time time zones
• Start date: As soon as possible
• Starting Salary: $55,000-$65,000
• Please note: SDL is unable to sponsor or take over sponsorship of an employment visa at this time. 

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Company

SDL

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