Remote opportunity at
ConnectWiseTechnical Support Specialist II
ConnectWise is a global software company employing over 3,000 workers across North America, EMEA, and APAC. The organization builds software solutions utilized by more than 45,000…
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About This Role
ConnectWise is a global software company employing over 3,000 workers across North America, EMEA, and APAC. The organization builds software solutions utilized by more than 45,000 partners to manage business operations, enhance sales efficiency, automate service delivery, and control technology remotely. The Technical Support Specialist II position is a remote, full-time role suited for a detail-oriented professional capable of delivering technical assistance and managing escalated cases. In this role, the…
Job Description
ConnectWise is a global software company employing over 3,000 workers across North America, EMEA, and APAC. The organization builds software solutions utilized by more than 45,000 partners to manage business operations, enhance sales efficiency, automate service delivery, and control technology remotely. The Technical Support Specialist II position is a remote, full-time role suited for a detail-oriented professional capable of delivering technical assistance and managing escalated cases.
In this role, the specialist acts as the primary contact for escalated support inquiries, communicating with partners through phone, email, chat, cases, and remote sessions. Responsibilities include researching and analyzing technical findings, monitoring backup and critical service failure events, investigating reported incidents, and maintaining internal and external knowledge bases. The individual will evaluate partner business data to find optimization opportunities, communicate new software releases, and report customer feedback and potential defects to engineering and leadership teams.
Responsibilities
- Provide technical support to partners through email, phone, chat, cases, and remote sessions
- Serve as the initial point of contact for escalated support cases
- Monitor critical service failure, backup, and off-site events
- Investigate, troubleshoot, resolve, and document failure incidents
- Maintain the product and service knowledge base by writing internal and external articles
- Evaluate partner business data and operational challenges to identify optimization opportunities
- Identify trending issues and escalate potential software defects to leadership and development
- Communicate new release features and improvements to partners
- Record clear and concise details of partner interactions and accurately report customer feedback to Engineering
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting explicitly lists the location as remote.
What is the employment type?
The role is full-time.
What is the salary for this position?
The provided job posting does not specify a salary.
How can applicants request an accommodation during the hiring process?
Candidates needing a reasonable accommodation can reach out via email at talentacquisition@connectwise.com or by calling 1-800-671-6898.
Sample Interview Questions
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