Customer Support Specialist

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going.

We’re seeking a a detail-oriented, self-learner who enjoys troubleshooting software issues, configuring technical systems, and ensuring seamless client integration. In this role, you’ll join a dynamic and fast-paced environment, working cross-functionally to execute setup activities and maintain technical configurations for AbsenceSoft’s integration ecosystem for both new and existing customers. You’ll be part of our Tier 2 Customer Support team, focusing on critical backend setup activities including SFTP configurations, SSL certificate management, database operations, employee data management, and custom integration setups.

What you'll do

• Execute technical setup activities for client integrations including SFTP configurations, SSL certificate rotations, and SSO profile management through secure administrative interfaces.
• Perform data management operations including bulk case operations, employee data management, database queries, and secure data wipe procedures following established protocols.
• Configure and maintain communication systems including email setup, fax configurations, and custom contact type implementations to support client workflow requirements.
• Execute tenant provisioning activities including new tenant setup, PGP key imports, and system configuration scripts to enable client platform access.
• Coordinate with Product, Development, and Implementation teams to ensure setup activities align with technical requirements and security protocols.
• Document setup procedures and maintain accurate records of configuration changes and system modifications for compliance and audit purposes.
• Follow established Change Management and security procedures while serving as a technical execution resource for integration setup activities.
• Maintain detailed understanding of platform architecture, integration components, and security frameworks across multiple product lines.
• Provide technical expertise during setup activities with an eye for detail, procedural accuracy, and strong analytical best practices.
• Participate in a highly compliant environment and assist in maintaining company controls and security within your job role.

What you'll bring

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in technical operations, system administration, or technical support.
• Experience with file transfer protocols (SFTP), SSL certificates, and basic database operations preferred.
• Database query, scripting, or automation experience.
• Strong attention to detail and ability to follow complex technical procedures accurately.
• Excellent written and verbal communication skills.
• Proven proficiency in troubleshooting technical configuration issues.
• Strong multitasking and organizational skills.
• Experience with Microsoft Office Suite.
• Familiarity with customer support processes and issue ticketing systems such as Jira and Salesforce.
• Understanding of Software Development Life Cycle (SDLC).
• Knowledge of FMLA, Disability, and/or ADA a plus.

Why join us

At AbsenceSoft, we LEAD with our values:

Lead with Innovation - We create meaningful change through intelligence, focus and passion.  We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.

Elevate Every Voice - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions.

Achieve Together - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.

Drive Outcome - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

We offer:

• Impact that matters. You’ll do work that shapes the future of the modern workplace
• Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.  
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.
• Compensation Transparency. Compensation range for this position is $50k - $75k annually, depending on experience and location.

We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply – you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!
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