IT Product Support Specialist

About the role

The IT Product Support Specialist joins Great Minds' Service Desk team to provide front‑line assistance for enterprise business applications. Reporting to the Senior Manager, Service Desk, this role ensures smooth operation of critical SaaS tools across Sales, Finance, HR, and Operations.

Key responsibilities

• Deliver first‑ and second‑level support for applications such as Salesforce, NetSuite, Dayforce, and other SaaS platforms.
• Troubleshoot login, access, data entry, and reporting issues, escalating bugs or configuration requests as needed.
• Manage incident tickets, prioritize Tier 1 and Tier 2 requests, and document recurring problems and solutions.
• Collaborate with business units to identify user needs and ensure timely resolution.
• Maintain accurate records of support activities and contribute to continuous improvement of support processes.

Required profile

• Experience providing application support in a fast‑growing, mission‑driven environment.
• Ability to triage, investigate, and resolve technical issues efficiently.
• Strong communication skills for interacting with multiple business functions.
• Detail‑oriented with a focus on documenting solutions for future reference.

Required skills

• Salesforce
• NetSuite
• Dayforce
• General SaaS application support

What we offer

• Full‑time permanent position within a high‑growth education technology company.
• Opportunity to work on widely used curricula and support tools that impact thousands of schools.
• Collaborative environment focused on professional growth and impact.