Advanced Technical Support Specialist

The HSI Systems Solutions Architect I provides advanced technical support and customer service to existing customers utilizing the safety management system. As a subject matter expert in the system’s capabilities and limitations, this role assists clients in effectively implementing, updating, and maintaining their configured sites. The Solutions Architect I collaborates with software developers and cross-functional support teams to resolve customer issues and proactively recommend product enhancements that improve system performance and user experience.

• Continuously expand technical knowledge of HSI product solutions, tools, and systems
• Act as a technical resource with deep understanding of company products, data architecture, and APIs
• When required, meet with customers to identify tailored solutions based on individual needs
• Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates
• Assist or lead internal and paid customer projects as the primary technical resource
• Collaborate with the implementation team to configure and populate LMS site data in alignment with client requirements and project timelines
• Conduct thorough quality assurance reviews to ensure all LMS implementations meet defines specifications and maintain high standards of accuracy and functionality
• Assist EHS and CMS implementation & platform sync teams in implementation tasks as needed
• Investigate, resolve, and/or escalate to development advanced technical support issues, including system bugs and urgent customer concerns
• Provide detailed guidance and support to customers in executing system modifications and task implementations tailored to their specific needs
• Support, maintain, and document software functionality and standards compliance
• Perform data and system audits to ensure accuracy, consistency, and proper data mapping
• Review discrepancy reports and investigate data outliers
• Create improved methods for reviewing system data and functionality
• Maintain accurate records of all activities in Salesforce
• Ensure customer tickets are closed within company Service Level Agreement (SLA)
• Communicate product quality assurance issues and track their resolution
• Collaborate with Product and Development teams to scope, test, and improve tools and features
• Demonstrate strong analytical and problem-solving abilities
• Effectively manage multiple tasks and competing priorities
• Share solutions to complex challenges and proactively seek opportunities for improvement
• Perform additional tasks and projects as needed, including those outside the scope of normal job functions

Competencies

• Demonstrates creativity and analytical problem-solving skills to develop effective solutions and drive continuous improvement.
• Readily adjusts to changing circumstances, integrates new information, and responds to evolving customer needs with minimal resistance.
• Evaluates granular components to understand their broader impact on customer configurations and overall system performance.
• Quickly absorbs new information, actively seeks to understand customer pain points, and applies insights to improve outcomes.
• Effectively guides customer decisions by identifying business challenges and presenting tailored, value-driven solutions.
• Exhibits strong organizational skills and time management, ensuring high-quality work with attention to detail.
• Demonstrates deep knowledge of company products and services, confidently recommending the most appropriate solutions for each customer scenario.

• A Bachelor’s Degree in a related field. An Associate Degree and 3+ years of relatable experience may be substituted for a Bachelor’s Degree
• 2+ years of experience consulting with end-users and sales to determine system configuration needs
• Administrator experience with a Learning Management & Safety Management System is highly preferred
• Familiarity with databases is a plus
• Intermediate to advanced skill set in Microsoft Office, previous experience working with advanced Excel functions
• High interest in technology and strong technical aptitude