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.