Higher Logic

Higher Logic

Higher Logic develops cloud-based community software that enables organizations to create secure online spaces for individuals to connect, share ideas, and engage in meaningful conversations.

Internet Software & Services
251-1K
Founded 2007
$55M raised

Description

  • Troubleshoot customer-reported issues escalated by Customer Services teams and provide resolutions when possible.
  • Perform basic code analysis, triage issues, and write SQL queries to isolate defects.
  • Escalate unresolved problems to the appropriate team and follow issues through closure.
  • Work with senior team members to investigate complex issues, determine root cause, and drive resolution.
  • Support Operations, Development, and Platform/DevOps teams in monitoring and troubleshooting software services.
  • Monitor system resources and application issues and escalate as needed.
  • Maintain and update documentation related to issues, processes, and resolutions.
  • Build cross-functional relationships and communicate actively through internal channels.
  • Learn product knowledge, IT tools, issue management tools, and internal SLA/bug escalation processes.
  • Occasionally work on-call shifts, including nights, weekends, and holidays, as needed.

Requirements

  • Typically requires a minimum of 2 years of related experience.
  • Overall experience range for the role is 0-5 years.
  • BA/BS degree or equivalent experience.
  • Basic knowledge of database structure, SQL, HTML, CSS, JavaScript, PHP, and object-oriented programming.
  • Experience with SaaS applications, preferably in a support setting.
  • Familiarity with troubleshooting using browser developer tools.
  • Familiarity with SQL, HTML, JavaScript, or PHP is a plus.
  • Familiarity with IT tools, including issue management systems.
  • Hands-on experience with generative AI tools and effective prompting techniques for research, content development, task automation, or tool creation.
  • Strong customer service, problem-solving, communication, time management, adaptability, and prioritization skills.

Interested in this position?

Apply directly on the company website

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