Software Support Specialist II

ConnectWise

Software Support Specialist assisting ConnectWise partners with product issues and ensuring high quality support. Working with cross-functional teams to troubleshoot, resolve, and document technical queries.

Posted 7/9/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing high-quality support to partners through effective communication and problem-solving. Proficient in troubleshooting technical issues related to Windows and Linux servers while maintaining a detailed knowledge base of products and services.

Highest-signal resume keywords

Bachelor's Degree2+ Years Relevant ExperienceTechnical Service-Oriented ExperienceTroubleshooting Windows ServersTroubleshooting Linux Servers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ResearchAnalysisDocumentationTroubleshootingQueue ManagementProblem DiagnosisTechnical SupportData EvaluationKnowledge Base ContributionEscalation Management

Soft Skills

Attention to DetailCommunicationInfluencing OthersGuidanceCollaboration

Industry Keywords

Services & SupportPartner InteractionOperational ChallengesBusiness StrategiesCustomer Feedback

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Provides support to partners with a high attention to detail
Researches, analyzes, and documents findings
May influence others within the Services & Support team through the explanation of facts, policies, and practices
Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction
Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
Provides guidance and performs regular queue review for junior team members
Identifies and escalates trending issues and potential software defects to leadership and development
Acts as an escalation point for complex issues
Contributes to written articles for internal and external knowledge base
Identifies and escalates situations requiring urgent attention to appropriate teams
Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
Manages a queue of resolving support cases
Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
Communicates new release features and improvements to our partners that better their experience

Requirements

What you’ll need

Bachelor’s degree in related field or equivalent business experience
2+ years of relevant experience
Preferred: 1+ years of experience working in a technical service-oriented position.
Preferred: 1+ years troubleshooting Windows and Linux servers

Benefits

Comp & perks

Onsite/Hybrid/Remote depending on location
0-10% travel may be required