Technical Support Specialist

About the Company

Speed & Function is a Philadelphia-based software development company that helps organizations design, build, modernize, and maintain digital products. Its services include custom web application development, SaaS platforms, software integrations, quality assurance, cloud infrastructure, and ongoing technical maintenance. The company emphasizes collaborative engineering, practical problem-solving, and long-term client partnerships.

Job Overview

Speed & Function is seeking a Technical Support Specialist to assist with technical issues related to software applications, integrations, and digital platforms. The ideal candidate will have strong troubleshooting skills, a customer-focused mindset, and the ability to communicate technical information clearly.

In this role, you will investigate reported issues, support users, document solutions, and collaborate with software engineers to help maintain reliable application performance and a positive customer experience.

Key Responsibilities

• Respond to technical questions and support requests from users and clients.
• Troubleshoot application errors, login issues, configuration problems, and integration failures.
• Investigate reported software defects and gather information to identify their causes.
• Assist users with application features, workflows, and basic configuration tasks.
• Document support cases, troubleshooting procedures, and resolutions.
• Escalate complex technical issues to software developers or senior engineers.
• Help reproduce reported bugs and verify fixes before release.
• Support API integrations, data transfers, and common web application issues.
• Monitor recurring support problems and recommend improvements.
• Maintain internal knowledge base articles and technical documentation.
• Communicate issue status and resolution steps to relevant stakeholders.
• Collaborate with development and QA teams to improve software reliability.

Required Skills

• Experience in technical support, application support, help desk services, or a related role.
• Familiarity with web applications, browsers, operating systems, and software configuration.
• Basic understanding of HTTP, REST APIs, JSON, and network troubleshooting.
• Ability to investigate technical issues systematically and document findings.
• Familiarity with ticketing systems, remote support tools, and issue tracking.
• Strong written and verbal communication skills.
• Excellent attention to detail and problem-solving abilities.
• Ability to prioritize multiple requests and work effectively with a team.

Preferred Qualifications

• Degree or technical training in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Basic knowledge of SQL and database troubleshooting.
• Familiarity with JavaScript, HTML, CSS, or common web development technologies.
• Experience supporting SaaS platforms, CMS products, or software integrations.
• Exposure to tools such as Git, Jira, or similar issue-tracking platforms.
• Understanding of Agile software development and quality assurance workflows.
• Ability to work with developers to reproduce, document, and resolve software defects.

Benefits

Health insurance, paid time off, retirement benefits, and professional development opportunities should be confirmed with the employer.

Equal Opportunity

Applicants should be evaluated fairly based on relevant skills, experience, and job-related qualifications. Current employment policies and available accommodations should be confirmed with the employer.

Pay: $55,000.00 - $75,000.00 per year

Benefits

• Dental insurance
• Flexible schedule
• Relocation assistance

Work Location: In person