The Technical Support Specialist, Sr is focused on resolving highly complex technical issues across software platforms and integrated systems while providing expert-level guidance and mentorship. The role relies on advanced diagnostic skills, in-depth product knowledge, and the ability to work independently to support critical customer concerns.
What you will be doing:Resolve escalated technical issues with minimal supervision, communicating directly with customers via phone, email, or chat using expert product knowledge and strong interpersonal skills.
Troubleshoot advanced client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
Stay up to date with software updates and system changes to ensure accurate and timely resolutions.
Address and resolve customer concerns related to installation, operation, maintenance, or software compatibility.
Conduct in-depth performance or functionality tests to support issue resolution.
Develop and apply techniques to gather, track, and triage technical issues, validating them and routing appropriately.
Identify trends or patterns across case descriptions to proactively anticipate and prevent future problems.
Recommend and implement process or strategy improvements within the support organization.
Contribute to and utilize the department's knowledge base and FAQs.
Coach and mentor other support team members to ensure consistent and high-quality service delivery.
Specialize in key product areas, including integrations with third-party software packages.
Strong attention to detail with excellent analytical and problem-solving skills
Ability to effectively communicate in both written and verbal formats
Strong technical troubleshooting abilities across a range of system applications
Excellent customer orientation and ability to mentor others
Comfortable working independently and collaboratively in a high-volume, fast-paced support environment
5+ years of applicable experience in a technical support or product specialist role
2+ years of specialized experience in SaaS, e-Commerce, or ERP environments
Demonstrated success in recognizing patterns and contributing to long-term support strategies
Bachelor’s degree or equivalent professional experience
Familiarity with Microsoft SQL, web infrastructure, and client-server architecture
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Antonio Ibarra BustillosTop Skills
What We Do
We’re the Digital Brains of Our Customers’ Operations
We help businesses stay future-ready with cognitive ERP that connects people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
Why Work With Us
Our policies are built on mutual trust, support, and a commitment to maintaining a healthy work-life balance. That's why we encourage you to take the time off you need to rest, recharge, and reconnect.
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