Edtech.com's Summary

Jenzabar is hiring a Technical Support Specialist I to provide technical troubleshooting and customer service for institutions using Jenzabar products. Working within a fast-paced Support organization, the specialist resolves functional and system-level issues using SQL, logs, and structured troubleshooting workflows while collaborating across Cloud Ops, Product, and Engineering teams.

Highlights

Troubleshoots functional and system-level issues for institutions running Jenzabar products.
Analyzes and resolves customer problems using SQL queries, system logs, and browser developer tools.
Prioritizes multiple open cases at once, balancing urgency, impact, and customer expectations.
Documents findings, troubleshooting steps, and solutions for customers and the internal knowledge base.
Acts as liaison between Support and Product Development, escalating issues with complete technical context.
Communicates directly with customers, peers, Cloud Ops, Product, and Engineering teams to close the loop on cases.
Builds product and technical expertise on an ongoing basis through training and hands-on learning.
Requires functional knowledge of higher education registration, financial aid, or related student and enrollment processes.
Prefers a bachelor's degree in Computer Systems or a related field, or equivalent experience and certifications.
Prefers experience with Jenzabar One, JICS, or Jenzabar business office modules such as accounts receivable, general ledger, or payroll.

Technical Support Specialist I Full Description

Jenzabar is looking for a highly motivated Technical Support Specialist I to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using Jenzabar products. The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non-negotiable.

Core Responsibilities

Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues
Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows
Prioritize multiple cases at once, balancing urgency, impact, and customer expectations
Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams
Document findings, steps, and solutions concisely for customers and our internal knowledge base
Act as a liaison between Support and Product Development, escalating with complete and accurate context
Continuously increase your product and technical expertise through training, documentation, and hands-on learning

Required Qualifications

Experience troubleshooting web applications or enterprise software
Functional knowledge of higher education registration, financial aid, or other areas that relate to students and enrollment
Strong customer empathy and ability to remain calm, clear, and professional under pressure
Excellent prioritization skills with the ability to juggle multiple cases in a fast-moving environment
Structured problem-solving approach with attention to detail and curiosity
Clear, concise written and verbal communication
Ownership and accountability - you follow through, escalate early, and close the loop
Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership
Adaptability - comfortable with frequent change in tooling, process, and priorities

Preferred Qualifications

Bachelor’s degree in Computer Systems or a related field preferred, OR equivalent demonstrated experience such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera)
Experience working in a support desk, helpdesk, or SaaS support environment
Familiarity with HTML/JavaScript for diagnosing web issues
Ability to write and interpret SQL queries
Comfort with logs, stack traces, browser developer tools, and technical diagnostics
Familiarity with relational databases, networks, Windows/Server environments, or application servers
Experience creating knowledge base articles, guides, or documentation
Experience with Jenzabar One (J1), JICS, or Jenzabar business office modules (Accounts receivable, general ledger, payroll, etc.)
Strong functional understanding of how processes and data flow within Jenzabar products
Ability to translate campus needs into product troubleshooting

The pay range for this position is $47,000-$56,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance

Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note: Jenzabar does not sponsor applicants for work visas.

Electronic Monitoring Notice:

Job applicants are advised that Jenzabar reserves the right to monitor, access, review, and disclose electronic activity conducted on Company‑owned devices, networks, and systems, as well as activity involving Jenzabar applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.

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Technical Support Specialist I

Edtech.com's Summary

Technical Support Specialist I Full Description

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