Tech Support Specialist

Advocate is a mission-driven organization helping people access the government benefits and support they deserve. We combine expert advocacy with technology to streamline complex processes for claimants. We’re looking for a Tech Support Specialist who thrives on problem-solving, enjoys troubleshooting, and can build systems that prevent issues before they occur. This role is critical to keeping our day-to-day operations running smoothly while also helping us scale for the future.

Responsibilities

• Daily Troubleshooting & Support (50%)
• Diagnose and resolve day-to-day technical issues such as: Broken or missing e-signature integrations, Workflow statuses not updating correctly, Medical records, case artifacts, or other files getting stuck in the system.
• Monitor daily reports and logs for errors.
• Serve as the first line of support for internal teams experiencing operational tech issues.
• Escalate and coordinate fixes with engineering as needed.
• Onboarding & IT Support (20%)
• Set up accounts, access, and tools for new hires.
• Maintain software licenses and user permissions across platforms.
• Provide basic IT support for staff (e.g., troubleshooting email, Slack, Salesforce, etc.).
• Systems & Process Improvement (30%)
• Analyze recurring issues and implement improvements to reduce future problems.
• Collaborate with operations and engineering to design scalable, reliable systems.
• Create documentation and internal guides to streamline troubleshooting and onboarding.

Qualifications

• Experience: 2–4 years in a technical operations, IT, or support engineering role.
• Skills:
• Strong troubleshooting ability across SaaS systems (CRM, workflow tools, integrations).
• Comfortable navigating and fixing issues in Salesforce or similar platforms.
• Basic IT support knowledge (identity management, access provisioning, device/software troubleshooting).
• Mindset:
• Problem-solver who enjoys “fixing what’s broken” as much as preventing it from breaking again.
• Detail-oriented but able to see the bigger picture when designing processes.
• Thrives in a fast-paced, mission-driven environment.