Technical Support Specialist

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

• Act as a primary technical contact for global education customers via phone, email, and remote access. 
• Troubleshoot and resolve software, configuration, performance, and connectivity issues, interpreting logs and error files to identify root causes. 

• Install, configure, and upgrade software in customer SQL and server environments (on-premises, hosted, and cloud). 
• Configure required web services and background components to ensure stable, secure operation. 

• Implement and support integrations with AD/LDAP, SIS/MIS, SSO providers, and LMS platforms commonly used in education. 
• Configure and troubleshoot SSO and authentication flows in partnership with customer IT teams. 

• Diagnose network, firewall, and server issues that affect product availability or performance. 
• Address SQL connectivity and performance issues in collaboration with customer database administrators. 

• Support new customer implementations, go-lives, and post-implementation stabilization. 
• Document troubleshooting steps and solutions, maintain accurate case notes, and contribute to internal and external knowledge bases. 
• Collaborate with Engineering, Product, and Support teams on escalations and continuous improvement. 

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. 

 Email:  recruiting@follettsoftware.com

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf