Technical Support Specialist

The HSI Systems Advanced Technical Support Specialist provides advanced technical support to customers across HSI's software solutions. This role serves as a platform subject matter expert, helping customers and internal teams resolve complex technical, configuration, integration, and data-related issues that extend beyond frontline support.

Operating in a high-volume support environment, this position is responsible for troubleshooting advanced platform issues, supporting data imports and migrations, assisting with system configurations, and determining whether reported behavior is functioning as intended or requires escalation to Product and Development teams.

Support is primarily handled via email and internal collaboration with Customer Success, Sales, Product, and Development teams. The role also includes direct customer interaction, requiring clear and professional communication through email, as well as occasional phone and video calls.

This position is well-suited for someone who is highly analytical, enjoys solving complex technical problems, is comfortable working with data and Excel, and can bridge the gap between customers and technical teams.

What You'll Do

• Investigate and resolve advanced technical issues, including system errors, data discrepancies, configuration challenges, integration issues, and customer escalations.
• Analyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions.
• Serve as a platform subject matter expert, supporting configuration changes, customer setup activities, data imports/exports, site restructuring, and platform administration.
• Perform large-scale customer requests, including bulk data imports, platform upgrades, customer migrations, and organizational restructuring activities.
• Support and troubleshoot integrations, including HRIS systems, single sign-on (SSO), APIs, and other connected technologies.
• Perform data audits to ensure accuracy, consistency, and proper data mapping.
• Review and resolve data discrepancies and outliers, identifying patterns and recommending improvements.
• Partner with Customer Success and Account Managers by occasionally joining client calls (1-2 times per week) to provide clear, customer-friendly technical support.
• Assist implementation teams with system setup, data population, migrations, and customer onboarding activities.
• Conduct quality assurance reviews to ensure configurations meet requirements and function as expected.
• Partner with Product and Development teams to analyze technical issues, identify potential defects, validate expected platform behavior, test fixes, and support customer-impacting enhancements.