Synapse Software is seeking a part-time Product Support Technician to support customers implementing and troubleshooting our Cortex ITSM archival solution. The ideal candidate will manage support inquiries while contributing to our growing knowledge base and documentation in a flexible, startup-paced environment.

Responsibilities

• Guide customers through Cortex and archive database setup, including VM configuration, SQL/Windows/SAML/OIDC authentication, and license scope verification
• Troubleshoot installation issues related to database connectivity, Windows and IIS server configuration, and in-app settings and configuration
• Conduct in-depth troubleshooting sessions via video call to resolve complex setup and internal authentication problems
• Escalate technical issues beyond scope to Tier 3 (or the product team) when customer needs require advanced product expertise
• Monitor support email queue (batch processing acceptable—no immediate response required) and ensure inquiries contain required technical information before troubleshooting begins using our ticketing system (InvGate)
• Attend weekly Product Team sync meetings to align on new releases, customer feedback, challenging tickets, process improvements, and product roadmap updates
• Create and revise knowledge base articles documenting resolved support requests, including “OOBE” setup procedures, common authentication pitfalls, and license compatibility matrices
• Contribute to Cortex documentation to “shift left” and improve customer self-service options

Required Qualifications

• 1+ years of experience in a customer service or customer-facing role
• Demonstrable technical aptitude via job/volunteer experience or degree (complete or in-progress)
• Familiarity with configuration of Windows Server environments, IIS preferred

Preferred Qualifications

• 1+ years experience on a Tier 2 or Tier 3 IT Support Desk, or as a Server/Systems Administrator or Applications Administrator
• Familiarity with SQL server configuration, restoring database backups, permissions
• Familiarity with SSO (SAML or OIDC) configuration
• Experience with ITSM platforms (like ServiceNow, Cherwell, Salesforce, InvGate, Jira)

Details

• Average 20 hours per week, with expectation that hours will increase with company growth
• Flexible daily scheduling with availability required for scheduled customer meetings and the weekly sync
• This is a 1099 independent contractor position
• Rate: $20-35 per hour (to be determined based on experience)