Technical Support Specialist (Education Software)

About the role

The Technical Support Specialist will deliver advanced, client‑facing support for Follett Software’s education solutions. Working with primary and secondary schools worldwide, you will ensure reliable deployment, integration and operation of our products while providing exceptional customer service.

Key responsibilities

• Act as the primary technical contact for global education customers via phone, email and remote access.
• Troubleshoot and resolve software, configuration, performance and connectivity issues, analysing logs and error files to identify root causes.
• Install, configure and upgrade software in on‑premises, hosted and cloud SQL/server environments.
• Implement and support integrations with AD/LDAP, SIS/MIS, SSO providers and LMS platforms, configuring authentication flows with customer IT teams.
• Diagnose network, firewall and server problems that affect product availability, and address SQL connectivity and performance issues.
• Support new customer implementations, go‑lives and post‑implementation stabilization, documenting solutions and contributing to knowledge bases.
• Collaborate with Engineering, Product and Support teams on escalations and continuous improvement.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or equivalent practical experience.
• Minimum 3 years of experience in a technical support role for software applications.
• Strong analytical and problem‑solving abilities with a customer‑service mindset.
• Ability to work independently and as part of a global support team.

Required skills

• SQL database administration and troubleshooting.
• Experience with Active Directory / LDAP and SSO integration.
• Knowledge of SIS/MIS and LMS integration concepts.
• Network and firewall troubleshooting.
• Remote access tools and log analysis.
• Installation, configuration and upgrade of Windows Server and cloud environments.