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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Product Support Specialist - **Company:** Great Minds - **Location:** Washington, DC, United States (Remote available) - **Salary:** $69,000.0 - $77,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Business Software, Business Systems, Software as a Service, Information Systems, Netsuite, Salesforce.Com, Data Logging, Zapier, Ceridian Dayforce, Information Technology, Integration Frameworks, Gsuite, DocuSign, Mulesoft, Servicenow - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ebab8bde4991e3ba ## About the Role * 1+ years of experience in IT support, business systems support, or Service Desk roles * Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus) * Experience using service management systems like Jira Service Desk or ServiceNow * Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace * Strong problem-solving, communication, and troubleshooting skills * Ability to translate technical concepts for non-technical users * Detail-oriented with strong documentation and ticket management discipline Preferred Qualifications * Salesforce Administrator or NetSuite User certification * Experience supporting ERP/CRM systems across Finance, Sales, or HR functions * Experience working in a hybrid or distributed workforce environment * Exposure to integration tools (e.g., Workato, MuleSoft) or ticket triage best practices Required Education Bachelor's degree in information systems, Business Administration, or a related field, or equivalent practical experience ## Description Reporting to the Senior Manager, Service Desk, the IT Product Support Specialist will act as a key member of the Service Desk team and will serve as the front line for resolving and triaging support requests related to enterprise business applications, including, but not limited to, Salesforce, NetSuite, Dayforce, and other SaaS tools critical to Great Minds' operations. This role will support a wide range of business units, including Sales, Finance, HR, and Operations, focusing on Tier 1 and Tier 2 support, identifying user issues, escalating bugs or configuration requests to appropriate teams, and documenting recurring issues and solutions., * Application Support and Incident Management: + Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others. + Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies. + Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed. + Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution. * End User Training and Communication: + Assist users in navigating system interfaces and business workflows. + Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners. + Create and update user-facing documentation and FAQs in the IT knowledge base. * Collaboration and Continuous Improvement: + Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points. + Identify opportunities to reduce support volume through automation, documentation, or system enhancements. + Participate in testing of new features, integrations, or releases for supported platforms, as requested. ## Related Videos - [Stop Renaming Teams, Start Product Thinking: A PM's Guide to Platform-as-a-Product](https://www.wearedevelopers.com/videos/100342-stop-renaming-teams-start-product-thinking-a-pm-s-guide-to-platform-as-a-product) - [HR ROBO SAPIENS: Decoding AI Agents and Workflow Automation for Modern Recruitment](https://www.wearedevelopers.com/videos/1470-hr-robo-sapiens-decoding-ai-agents-and-workflow-automation-for-modern-recruitment) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)