We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS Practice Engine application.
You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high‑quality customer experience.
You’ll work closely with mentors, team leads, and cross‑functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to our customers.
What You’ll Be Doing
Customer Support & Technical Troubleshooting
* Respond professionally and proactively to customer inquiries, ensuring SLA compliance.
* Handle incoming support tickets via Salesforce/Service Cloud.
* Triage escalated issues, gather required information, and determine the best path to resolution.
* Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.
* Provide clear written resolutions within tickets prior to closure.
* Maintain strong CSAT scores by delivering high‑quality service.
Collaboration & Escalation
* Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.
* Communicate effectively with cross‑team stakeholders for updates, information requests, and escalations.
* Share knowledge through team shadowing, documentation, and internal collaboration.
Technical Knowledge & Product Expertise
* Build and maintain strong product knowledge related to both basic and advanced troubleshooting.
* Support product testing by reporting bugs, identifying change impacts, and sharing client insights.
* Contribute to the Knowledge Base by writing technical articles or solution summaries.
Documentation & Governance
* Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
* Adhere to governance, process, and communication standards across all interactions.
What We’re Looking For
We’re looking for someone who brings:
* Proven experience in technical support, ideally within a SaaS or software environment
* SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues
* Strong communication skills with clear, professional customer interaction
* Excellent documentation habits and attention to detail
* Ability to work collaboratively across teams and contribute to shared learning
* Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems
* Strong problem‑solving skills with a structured approach to troubleshooting
* Ability to manage multiple cases while maintaining SLA commitments and high quality
* A proactive approach to identifying issues, contributing insights, and supporting product improvement
Why Join IRIS?
At IRIS, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.
Please note we may close the vacancy early due to high volume of applications