Software Support Specialist

Job Title: Software Support Specialist at Trihydro Corporation

Location: Fort Collins, Colorado

Job Summary:

Trihydro, one of the top environmental and engineering consulting firms in the country, is seeking a Software Support Specialist to join our Technology Services Solutions team. In this role, you will support users of Trihydro’s software products and solutions by providing a positive user experience through timely support and training.

As a Support Specialist, your responsibility will be to ensure customer satisfaction by providing technical assistance, troubleshooting issues, and enhancing overall user experience. You will be a strong advocate for and adhere to our privacy, security, and intellectual property standards and policies regarding Trihydro’s software. You will serve as the primary point of contact for users who encounter problems or need guidance on using our software effectively.

This full-time position requires approximately 40-45 hours per week and involves a blend of strong communication skills, and problem-solving abilities. If you thrive in a fast-paced, collaborative environment, this opportunity is ideal for you.

Key Responsibilities:

Support requests submitted via email, phone, voicemail, and product support pages.

Receive, triage, and resolve incoming support tickets using our support ticketing system (currently Samanage), assessing urgency and severity to determine appropriate response or escalation.

Escalate complex or high-priority issues to development, database, or system administration teams using DevOps.

Conduct user onboarding, training sessions, both scheduled and as-needed.

Maintain and update support documentation, training materials, FAQs, and knowledge base articles.

Draft and distribute product release notes to users.

Learn the function and intent of each software product to apply effective troubleshooting techniques.

Document recurring issues and customer feedback to help identify product improvement opportunities.

Assist with basic software testing and validation of bug fixes or new features as needed.

Participate in team meetings to discuss product enhancements and support trends.

Qualifications:

Have a B.S. in Computer Science or related field; or have a minimum of 5 years of experience conducting software support

Strong commitment to customer service

Strong technical and problem-solving skills, including attention to detail, accuracy and completeness

Strong communicator, both orally and written, with the ability to communicate effectively with customers and team members

Pride and ownership in each task and working relationship

Experience with iOS and Android applications.

Ability to work with a multidisciplinary team.

Understand user interface and user experience best practices

Understand the importance of time management and possess excellent organizational skills.

Experience troubleshooting software.

Organized, self-motivated, and able to manage multiple tasks efficiently.

Experience with support or IT ticketing systems (Samanage experience preferred but not required).

Familiarity with software development processes and tools (DevOps experience preferred but not required).

What We Offer:

Industry-leading 401(k) retirement plan, including a 6% discretionary match

Paid time off including vacation, flex, sick, paid family medical leave, and holiday pay

Comprehensive health insurance program (medical, dental, vision, and prescription)

Opportunities for professional development and career growth

A collaborative and inclusive work environment

Mentoring and opportunities for professional advancement

Best-in-class safety culture

The salary information shown below is a general guideline ONLY. Salaries are based on candidates' experience and qualifications, as well as market and business considerations. 

Summary pay range: $50-,000- $70,000 

This position will remain open until a qualified candidate has been selected.

How to Apply:

Please submit your resume and a cover letter detailing your relevant experience and why you are interested in this role at Trihydro Corporation. Applications can be submitted via our website at https://www.trihydro.com/about-us/careers.

About Us:

Trihydro Corporation is a national engineering and environmental consulting firm. Our team values integrity and collaboration to complete meaningful projects that make a difference for our clients and communities. We are looking for a talented and hard-working individual to join our team.

Trihydro is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because of a protected Veteran status.