The HSI Systems Advanced Technical Support Specialist provides advanced technical support to customers using our Learning Management System (LMS). This role operates in a high-volume ticketing environment and is responsible for resolving complex system and data-related issues, supporting configurations, and ensuring customers can effectively use and maintain their LMS environments.
Support is primarily handled via email and internal collaboration with Customer Success, Sales, 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, comfortable working in Excel, and enjoys troubleshooting data and system issues in a fast-paced environment.
What You'll Do:
- Investigate and resolve advanced technical issues, including system errors, data discrepancies, and escalations
- Analyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions
- Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates to LMS environments
- 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 support
- Assist LMS implementations teams with system setup, and data population
- Conduct quality assurance reviews to ensure configurations meet requirements and function as expected
- Collaborate with Product and Development teams to escalate issues, test fixes, and support system improvements
- Maintain accurate documentation and case tracking in Salesforce, ensuring tickets are resolved within SLA guidelines
- Act as a technical resource with deep understanding of company products, data architecture, and APIs
- Identify recurring issues and contribute to process and system improvements
- Maintain accurate records of all activities in Salesforce
What We’re Looking For:
- Strong problem-solving skills with the ability to troubleshoot complex system and data issues
- High level of comfort working with data, particularly in Excel
- Ability to think critically and work through ambiguous problems independently
- Strong attention to detail and understanding of how data impacts overall system performance
- Clear communicator who can explain technical concepts in a user-friendly way
- Organized and able to manage multiple priorities effectively
Requirements
- Bachelor’s Degree preferred (or equivalent combination of education and experience)
- 2+ years of experience in technical support, system configuration, or working with LMS platforms
- 4+ years of overall technical or systems-related experience preferred
- Intermediate to advanced Excel skills, including:
- Formulas (e.g., VLOOKUP/XLOOKUP, IF statements)
- Data cleanup and manipulation
- Working with moderately complex datasets
- Experience in a customer-facing role, with the ability to communicate directly with clients and explain technical concepts in a clear, professional, and user-friendly manner
- This may include experience in technical support, customer support, implementations, or client services
- Strong technical aptitude and ability to learn new systems quickly
- Experience with LMS platforms strongly preferred
- Familiarity with databases or data structures is a plus
Benefits
- Full Healthcare: Health, dental, vision, and more
- Support & Growth: Parental Leave, Tuition Reimbursement, Volunteer Time, and more for your personal and professional development.
- Learning & Development: Unlimited resources via HSI's Learning Management System and career training.
- Remote Work: Work from anywhere that boosts your productivity.
- Flexible Vacations: Take needed breaks with our generous time-off policy.
- Retirement Security: Benefit from our $1:$1 company match for retirement savings.