Technical Services Specialist

About ProcareFor over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.A Little About The RoleAs a Technical Services Specialist, you will be the go-to expert for resolving complex technical issues escalated from Customer Support across multiple Procare/ChildPlus Software platforms. Your role will require deep technical troubleshooting and support by handling bug reporting, fulfilling script requests, and managing various reporting tasks.What You’ll DoBug ReportingIdentify and document technical bugs reported by internal teams or clients.Collaborate with developers and QA teams to ensure accurate logging and tracking of issues.Assist in verifying bug fixes and updating stakeholders on resolution progress.Script Requests Create and execute scripts for various technical operations, including:Manual Filters: Apply and manage data filters as requestedData Updates: Perform updates to ensure database accuracy and relevanceModule Designer Operations: Copy module designs between databases to meet project needsVerification: Confirm accuracy of email and text processes to ensure functionalityReporting TasksNew Report Creation: Develop grid reports based on business needs and specificationsReport Updates: Modify existing grid reports to reflect updated requirements or dataDatabase Integration: Add newly created or updated grid reports to relevant databasesGeneral SupportAddress miscellaneous technical requests and troubleshooting issuesMaintain documentation of tasks and procedures for knowledge sharing and continuityProvide Tier 1 support by escalating complex issues to higher tiers when necessaryOur Ideal Candidate Will HaveMaintain a positive, empathetic, and professional attitude when working with teams across the organization and assisting customersDemonstrate punctual, regular, and consistent attendanceExcellent written and verbal communication skills, with the ability to simplify technical concepts for non-technical audiences in a clear and approachable wayProfessional, friendly, and customer-focused approach when collaborating across departments and supporting customersStrong problem-solving skills and attention to detailAbility to work independently and prioritize tasks effectively in a fast-paced environmentBS in Computer Science, Information Systems or similar engineering discipline or software bootcamp certification and associated internship 2+ years' of experience providing technical support in a customer-facing roleProficient in SQL and script creation for data analysis and troubleshooting (queries, schema understanding).1+ year working with database structures and report generation tools.Experience with web-based applications and SaaS product support, including APIs, system logs, and cloud-based solutionsPhysical RequirementsThis position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periodsFrequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employeesUse of computer, telephone, and other office equipment for the greater part of the workdayThe support hours are open from 8:30 am - 6:30 pm EST and employees will be scheduled a shift within that time frameOccasional travel may be required for this positionWhy Procare?Excellent comprehensive benefits packages including: medical, dental, & vision plansHSA option with employer contributionsVacation time, holidays, sick days, volunteer & personal days401K Plan with employer match and immediate vestingEmployee Stock Purchase PlanEmployee Discount ProgramMedical, Dependent Care, and Transportation FSA PlansCompany paid Short and Long-Term disability and Life InsuranceRTD EcoPass for all Denver employeesTuition Reimbursement and continued Professional DevelopmentFast paced, high energy workplace environment in prime downtown locationRegular company provided mealsSalary$60,000 - $65,000/year DOELocationThis position can be based in our Denver, CO office, Medford OR office, or Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a minimum of 3 days a week.