Remote Technical Product Support Specialists

Remote Technical Product Support Specialists

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Announcement

 Details 

Open Date  | 03/13/2026
Requisition Number  | PRN44487B
Job Title  | Remote Technical Product Support Specialists
Working Title  | Technical Product Support Specialist
Career Progression Track  | P00
Track Level  | P3 - Career, P2 - Developing
FLSA Code  | Computer Employee
Patient Sensitive Job Code?  | No
Standard Hours per Week  | 40
Full Time or Part Time?  | Full Time
Shift  | Day
Work Schedule Summary  | 8-5 and in person work required
VP Area  | President
Department  | 00639 - VP for Research
Location  | Campus
City  | Salt Lake City, UT
Type of Recruitment  | External Posting
Pay Rate Range  | $57,000 - $63,800
Close Date  | 06/13/2026
Priority Review Date (Note - Posting may close at any time)  |
Job Summary  | The Office of Research Information Systems (ORIS) is seeking a skilled Tier 2 Technical Support Specialist to support and improve the research technology systems used across the University. In this role, you will support applications related to IRB, Conflict of Interest, grants management, clinical research systems (e.g., OnCore/eReg), contract lifecycle management, post award, and other enterprise research workflows.

You will be the bridge between end‑users and our technical teams—diagnosing issues, analyzing system behavior, recommending improvements, and ensuring researchers receive fast, accurate, high‑quality support.

This position also plays a key part in building a centralized support model for research technologies. You’ll help streamline support pathways, improve user experience, and guide faculty, staff, and researchers to the right systems and resources.

Why You’ll Love This RoleWork with purpose — support systems that enable critical research and health innovation. High autonomy in a Tier‑2 environment with direct access to developers & product owners. Opportunity to shape new support processes and influence system improvements. Strong work‑life balance with hybrid/remote flexibility. Excellent University of Utah benefits including 14.2% retirement, 50% tuition reduction, generous leave, and free UTA transit.
About ORISThe Office of Research Information Systems supports the technology and information systems of the Vice President for Research, including: Pre‑ and Post‑Award grant management Institutional Review Board (IRB) Conflict of Interest (COI) Clinical research administration systems (e.g., OnCore, eReg) Contract Lifecycle Management (CLM) system Research compliance and workflow tools
Work ArrangementThis is a hybrid position. While much of the work can be performed remotely, occasional on‑campus work will be required depending on project and operational needs, in accordance with University policy.

Excellent health care coverage 14.2% retirement contributions Generous paid leave time 10 paid Holidays per year 50% tuition reduction for employee, spouse, and dependent children Flex spending accounts Free transit on most UTA services Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel Growth and professional development opportunities
Learn more about the great benefits of working for University of Utah: benefits.utah.edu

 The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.
Responsibilities  | Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues. Investigate escalated issues by reviewing initial support notes and gathering additional information from customer. Update tracking system of incident logs and convey customer feedback to teams responsible for product development. May escalate extremely technical or sophisticated issues to technical product support engineers or management. Require advanced knowledge of organization’s products and/or services, policies, terms, and conditions. Considered highly skilled and proficient in discipline.· Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
What You BringStrong experience providing Tier 2 application or product support. Ability to troubleshoot complex, multi‑system workflows. Excellent communication skills and customer empathy. Experience with enterprise systems, SaaS applications, or research administration tools (preferred but not required). Ability to work independently and manage multiple priorities with minimal supervision.

Minimum Qualifications  | EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
Technical Product Support Specialist, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.

Technical Product Support Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.

Preferences  | Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes. Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support environment.
Type  | Benefited Staff

Special Instructions Summary   
Additional Information  | The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

 https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

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 University Human Resource Management 
 250 East 200 South, Suite 125 Salt Lake City, UT 84111
 Contact us: (801) 581-2169 By Email: employment@utah.edu