Technical Support Representative

Job Description

Job DescriptionSalary: 65k-75k DOE

***MUST Live in the DFW Area - This role is located in our Denton, TX office - this is NOT a remote position***

***Applicants must be authorized to work for ANY employer in the U.S.

We are unable to sponsor or take over sponsorship of an employment Visa at this time.***

As a Technical Support Representative, youll serve as a key resource for diagnosing and resolving technical issues encountered by our customers using our enterprise-grade mobile and web applications. You'll go beyond scripted answersdiving into software configurations, reviewing logs, and collaborating with developers to uncover root causes. This is not just a call center role; it's a hands-on technical position ideal for someone with a passion for technology and a desire to grow their skills in a supportive, agile environment.

What Youll Do

• Serve as the primary point of contact for technical inquiries from customers using our software products.
• Troubleshoot application issues, identify root causes, and provide actionable resolutions.
• Triage and classify issues as procedural, configuration, or potential defects in the application.
• Collaborate with engineering teams to reproduce bugs and validate software fixes.
• Participate in QA testing cycles and provide feedback on functionality and usability.
• Document technical solutions, create knowledge base content, and assist in onboarding materials.
• Support customers remotely via screen sharing tools (e.g., Remote Desktop, LogMeIn).
• Contribute to internal process improvements and product documentation efforts.
• Lead or support live product demonstrations and training sessions with client stakeholders.
• Participate in cross-functional team meetings to stay aligned on product updates and roadmap.

Ideal Skills & Experience

• Bachelors degree in Computer Science, Information Systems, Engineering, or related fieldor equivalent work experience.
• Solid understanding of software support fundamentals, including bug triage and technical documentation.
• Exposure to programming and debugging (bonus points for familiarity with C#/.NET).
• Working knowledge of Microsoft SQL Server (basic querying, reading logs, or troubleshooting data issues).
• Previous experience supporting enterprise or SaaS applications, ideally in a B2B or construction-related environment.
• Strong communication skillsability to explain technical issues to both developers and non-technical users.
• Experience with Microsoft Office suite (Excel, OneNote, Word, PowerPoint).
• Bonus: Familiarity with construction industry job cost accounting or payroll processes.

Traits for Success

• Problem Solver with a curious mindset and technical agility.
• Strong sense of ownership and personal accountability.
• Exceptional time management and multitasking skills.
• Team-oriented but self-sufficient; able to drive tasks independently.
• Clear communicator who values both detail and clarity.
• Committed to continuous learning and staying current with evolving technologies.