Technical Support Specialist

Responsibilities

• Manage escalated support cases.
• Serve as the technical escalation contact for Tier 1 support.
• Lead the technical initiatives of the support team and assume a technical leadership role.
• Assist customers in maximizing the platform's value.
• Blend strong people skills with deep expertise in APIs, SQL, scripting, and system troubleshooting, including AI/LLM driven solutions, automation, integrations, and intelligent workflows.
• Troubleshoot complex issues across SaaS and on prem environments.
• Decompose APIs, logs, scripts, and databases to uncover root causes.
• Perform advanced SQL querying and analysis.
• Test and troubleshoot REST APIs, including integrations.
• Work with JavaScript and data flow logic.
• Utilize PowerShell scripting.
• Manage Windows Server environments.
• Leverage AI/LLM tooling, including prompt engineering, API integrations, and automation workflows.
• Use debugging tools such as Postman, New Relic, Chrome DevTools, and Swagger.
• Support and troubleshoot tools like Crystal Reports, knowledge bases, scripting libraries, AI-powered tools and integrations, and internal applications (C#, Python, JavaScript, support tools scripting, etc.).
• Translate complex technical issues into clear, actionable customer communication.
• Own problems and drive them through to resolution.
• Document issues, steps taken, and resolutions clearly.
• Educate customers to improve platform usage and value.
• Develop or improve tools, documentation, and resources to resolve future issues faster.
• Elevate the overall capability of the support team.

Requirements

• Thrive in complex troubleshooting across SaaS and on prem environments.
• Break down APIs, logs, scripts, and databases to identify root causes.
• Advanced SQL querying and analysis.
• REST APIs: testing, troubleshooting, and integrations.
• JavaScript and data flow logic.
• PowerShell scripting.
• Windows Server environments.
• AI/LLM tooling, including prompt engineering, API integrations, and automation workflows.
• Postman proficiency.
• New Relic.
• Chrome DevTools: network tracing, API inspection, frontend debugging.
• Swagger API documentation.
• Crystal Reports.
• Knowledge base articles and documentation.
• Scripting library.
• AI-powered tools and integrations (chatbots, automation workflows, and API-based solutions).
• Internal applications (C#, Python, JavaScript, support tools scripting, etc.).
• Acts as a technical escalation point for Tier 1 support.
• Translate complex technical issues into clear, helpful communication for customers.
• Takes ownership of problems and sees them through to resolution.

Technologies

• SQL
• REST APIs
• JavaScript
• PowerShell
• Windows Server
• AI/LLM tooling
• Postman
• New Relic
• Chrome DevTools
• Swagger
• Crystal Reports
• C#
• Python

Benefits

• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO (not accrued)
• Cigna PPO or HSA options with company contributions ($780–$1,950/year)
• Garner Health (HRA): up to $1,000 individual / $2,000 family
• Wellness rewards up to $350/year
• Virtual care and mental health support when you need it
• Access to legal plans, ID theft protection, EAP, STD & LTD benefits

What we’re looking for

• Feels at home on a healthy, accountable team and welcomes challenge
• Passionately cares about our clients and their work
• Prioritizes team and customer needs over personal interests
• Willing to do whatever it takes, including unglamorous tasks
• Loves to learn, grow, and stretch themselves continually
• Maintains humility while remaining confident in abilities
• Always seeks more to learn, solve, and contribute
• Invests in others through coaching and knowledge sharing

Specific to this role

• Thrives in complex troubleshooting across SaaS and on prem environments
• Can decompose APIs, logs, scripts, and databases to identify root causes
• Advanced SQL querying + analysis
• REST APIs testing, troubleshooting, and integrations
• JavaScript + data flow logic
• PowerShell scripting
• Windows Server environments
• AI/LLM tooling: prompt engineering, API integrations, and automation workflows
• Postman
• New Relic
• Chrome DevTools: network tracing, API inspection, frontend debugging
• Swagger API Documentation
• Crystal Reports
• Knowledge base articles and documentation
• Scripting library
• AI-powered tools and integrations (chatbots, automation workflows, and API-based solutions)
• Internal applications (C#, Python, JavaScript, support tools scripting, etc.)
• Acts as a technical escalation point for Tier 1 support
• Translate complex technical issues into clear customer communication
• Take ownership of problems and see them through to resolution

Key results areas

• Resolve escalated technical issues thoroughly, efficiently, and accurately
• Identify root causes, not just surface fixes
• Maintain ownership of open issues and ongoing customer communication
• Educate customers to maximize platform usage
• Document issues, steps taken, and resolutions clearly
• Build or improve tools, documentation, and resources to prevent future issues
• Elevate the overall capability of the support team

The bottom line

• Strong problem solvers with a high level of commitment to solving issues and serving customers
• This is not a near miss role; it is an issue ownership and improvement role

Why top talent chooses RTA

• We invest in our people, period
• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO (not accrued)
• Cigna PPO or HSA options with company contributions ($780–$1,950/year)
• Garner Health (HRA): up to $1,000 individual / $2,000 family
• Wellness rewards up to $350/year
• Virtual care and mental health support when you need it
• Access to legal plans, ID theft protection, EAP, STD & LTD benefits

Heading to RTA HQ

HQ in the Scottsdale area; about 25 minutes from downtown Scottsdale; near Arrowhead Mall with quick access to the 101.

Reasonable accommodation

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need an accommodation to apply or to perform essential functions, please let us know.

Equal employment opportunity

RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

Note: We cannot accept any student visas or provide sponsorship at this time.