Technical Support Specialist

Company overview

Follett Software focuses on helping educators achieve better outcomes for schools and students through technology. The company builds connected tools that simplify day-to-day processes, manage information and resources, and support schools in improving performance and student success. Its mission is to help shape the future of education by creating intuitive, transformative software for education professionals.

Role summary

The Technical Support Specialist is responsible for providing advanced, customer-facing technical assistance for global education software products. This position blends deep troubleshooting expertise with strong service orientation to help schools deploy, integrate, and run the software reliably. The role handles complex support requests from initial contact through resolution and works closely with internal support and engineering teams to solve technical issues and improve the customer experience.

Key responsibilities

In this role, you will serve as a main technical point of contact for education customers worldwide, supporting them through phone, email, and remote access. You will investigate and resolve problems related to software behavior, configuration, system performance, and connectivity by analyzing logs and error files to identify root causes.

You will also install, configure, and upgrade products within customer SQL and server environments across on-premises, hosted, and cloud setups. Part of the role includes setting up web services and background components to maintain secure and stable product operation.

Another important area is integration and identity support. You will help implement and troubleshoot connections with Active Directory/LDAP, SIS/MIS systems, SSO providers, and LMS platforms used in education. You will work alongside customer IT teams to configure authentication flows and resolve related issues.

The position also involves diagnosing infrastructure-related problems such as network, firewall, and server issues that impact availability or performance. You will troubleshoot SQL connectivity and performance concerns together with customer database administrators.

You will support new implementations, go-lives, and post-launch stabilization efforts. In addition, you will document troubleshooting actions and outcomes, keep case records accurate, contribute to knowledge bases, and collaborate with Engineering, Product, and Support teams on escalations and process improvements.

Requirements

Applicants should have a bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.

A minimum of 3 years of experience in technical support, systems administration, or implementation for enterprise or B2B software is expected, with education technology experience preferred.

You should have direct experience working with customer IT teams in a client-facing setting, along with hands-on knowledge of Windows Server, virtualization, and mixed operating environments such as macOS or Linux. Experience using remote access tools and ticketing or CRM platforms is also needed.

Strong working knowledge of networking concepts including TCP/IP, DNS, firewalls, VPNs, proxies, and load balancers is required, along with the ability to diagnose and resolve connectivity and performance issues.

You should also have practical experience with Microsoft SQL Server or similar relational databases, including basic to intermediate SQL queries and understanding of performance, backup and restore, and data integrity concepts.

Experience with Active Directory/LDAP, SSO and identity platforms such as SAML2, ADFS, Azure AD, or Google, as well as web services and APIs including HTTP/HTTPS and certificates, is important for success in this role. Familiarity with on-premises and cloud-hosted SaaS environments, ideally in education technology or library/information systems, is preferred.

In addition, you should bring strong analytical and problem-solving ability, excellent attention to detail, a solid customer service mindset, clear professional communication, and the ability to manage multiple priorities independently. A willingness to keep learning is important, and familiarity with ITIL or similar incident/change management practices and monitoring tools would be an advantage.

Work environment

This is a hybrid role based in Wellington, New Zealand. Candidates must have the right to work in New Zealand.

A private and quiet workspace is required. Work hours and schedules will be arranged to meet business needs and may change when necessary.

Physical requirements

The role involves working from a home office setting with frequent virtual meetings, communication, and interruptions, so good time management and prioritisation are essential.

It also includes prolonged sitting, sustained screen use, frequent keyboard and mouse activity, and occasional movement within the workspace for reaching, bending, twisting, or carrying items up to 10 pounds.

Minimal travel is expected, at less than 10%.

Additional information

This job description is intended to outline the essential scope and general level of work for the role. It is not a complete list of every duty, responsibility, skill, or working condition. Tasks and responsibilities may change at any time with or without notice. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of the role.

Equal opportunity

Follett Software is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. The company provides reasonable accommodations for applicants and employees, including individuals with disabilities and disabled veterans. Applicants who need assistance or accommodation during the hiring process may contact the recruitment team by email at [email protected].

California applicants notice

California residents are covered by a separate applicant notice available through the employer’s official privacy materials.