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# Software Support Specialist II

- **Company:** Connectwise, LLC
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Linux Servers, Windows Desktop
- **Published:** July 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=854bcc61c3fd6f5a

## About the Role

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 * Ability to work independently on projects and processes with general supervision
 * Practical knowledge of applicable work area
 * Ability to situationally adapt and understand new technology/processes as per partner requirement
 * Strong customer service skills
 * Strong desire to help our partners and peers
 * Excellent written and verbal communication skills
 * Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
 * Organized and strong attention to detail
 * Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM),
and Enterprise Resource Planning (ERP) markets

Educational/Vocational/Previous Experience Recommendations:

 * Bachelor's degree in related field or equivalent business experience
 * 2+ years of relevant experience
 * Preferred: 1+ years of experience working in a technical service-oriented position.
 * Preferred: 1+ years troubleshooting Windows and Linux servers

Working Conditions:

 * Onsite/Hybrid/Remote depending on location
 * 0-10% travel may be required

## Description

The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner's product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products., * Provides support to partners with a high attention to detail

 * Researches, analyzes, and documents findings
 * May influence others within the Services & Support team through the explanation of facts, policies, and
practices

 * Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
 * Maintains a knowledge base of our products and services and provides high quality support to partners
during each interaction

 * Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to
help partners optimize their business strategies

 * Provides guidance and performs regular queue review for junior team members
 * Identifies and escalates trending issues and potential software defects to leadership and development
 * Acts as an escalation point for complex issues
 * Contributes to written articles for internal and external knowledge base
 * Identifies and escalates situations requiring urgent attention to appropriate teams
 * Documents partner interactions, troubleshooting, and results in a clear and concise manner and
accurately reports customer feedback to Engineering

 * Manages a queue of resolving support cases
 * Engages in the application of best practices per technical documentation and provides solutions based on
diagnosis of the problem

 * Communicates new release features and improvements to our partners that better their experience


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