Technical Support & Onboarding Specialist

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

Do you like solving production issues, making systems more reliable, and closing the loop from incident to root cause? Do you enjoy collaborating with smart engineers, product teams, and partners to keep critical applications healthy? If so, this role is for you.  

 Liaison International is a leader in college application and admissions solutions in the United States. Our products help applicants and institutions streamline the admissions process using modern software technologies. We are expanding our Application Support Monitoring team and are seeking highly motivated specialists who are as comfortable troubleshooting issues as they are reading dashboards and improving alerts.  

 This role sits at the intersection of Level 2 application support and observability. Apart from being part of the application support team, you will also help monitor the health of our various platforms, diagnose and resolve issues, and continuously improve how we detect, alert on, and prevent problems in production.  

 A successful candidate will have strong consulting and customer-facing skills, a passion for observability and debugging, and a mindset of ownership around system health. 

 Responsibilities**:**

Application Support & Incident Response:  

• Own and manage Level 2 support requests coming through our ticketing systems (Salesforce, Jira), with a focus on application behavior and data rather than basic “how‑to” questions 

• Troubleshoot application issues reported by end users and internal teams, using logs, metrics, and traces to understand what is happening in production. 

• Collaborate closely with Developers, Business Analysts, QA, and Implementation teams to reproduce issues, identify root causes, and coordinate fixes. 

• Validate software fixes in test and pre-prod environments and, when appropriate, in production to confirm issues are resolved. 

• Respond and follow up with stakeholders within agreed SLAs, providing clear, technically accurate updates.