Technical Services Specialist

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.   

As a Technical Services Specialist, you will be the go-to expert for resolving complex technical issues escalated from Customer Support across multiple Procare/ChildPlus Software platforms. Your role will require deep technical troubleshooting and support by handling bug reporting, fulfilling script requests, and managing various reporting tasks.

Bug Reporting

• →Identify and document technical bugs reported by internal teams or clients.
• →Collaborate with developers and QA teams to ensure accurate logging and tracking of issues.
• →Assist in verifying bug fixes and updating stakeholders on resolution progress.

Script Requests

• →Create and execute scripts for various technical operations, including: 
  
  • →Manual Filters: Apply and manage data filters as requested
  • →Data Updates: Perform updates to ensure database accuracy and relevance
  • →Module Designer Operations: Copy module designs between databases to meet project needs
  • →Verification: Confirm accuracy of email and text processes to ensure functionality

Reporting Tasks

• →New Report Creation: Develop grid reports based on business needs and specifications
• →Report Updates: Modify existing grid reports to reflect updated requirements or data
• →Database Integration: Add newly created or updated grid reports to relevant databases

General Support

• →Address miscellaneous technical requests and troubleshooting issues
• →Maintain documentation of tasks and procedures for knowledge sharing and continuity
• →Provide Tier 1 support by escalating complex issues to higher tiers when necessary

• Maintain a positive, empathetic, and professional attitude when working with teams across the organization and assisting customers
• Demonstrate punctual, regular, and consistent attendance
• Excellent written and verbal communication skills, with the ability to simplify technical concepts for non-technical audiences in a clear and approachable way
• Professional, friendly, and customer-focused approach when collaborating across departments and supporting customers
• Strong problem-solving skills and attention to detail
• Ability to work independently and prioritize tasks effectively in a fast-paced environment
• BS in Computer Science, Information Systems or similar engineering discipline or software bootcamp certification and associated internship 
• 2+ years' of experience providing technical support in a customer-facing role
• Proficient in SQL and script creation for data analysis and troubleshooting (queries, schema understanding).
• 1+ year working with database structures and report generation tools.
• Experience with web-based applications and SaaS product support, including APIs, system logs, and cloud-based solutions

• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• The support hours are open from 8:30 am - 6:30 pm EST and employees will be scheduled a shift within that time frame
• Occasional travel may be required for this position

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

$60,000 - $65,000/year DOE

This position can be based in our Denver, CO office, Medford OR office, or Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a minimum of 3 days a week.