Technology Support Specialist

The Technology Support Specialist helps keep Sparkle’s salons, franchise network, and corporate teams operating smoothly by providing responsive, professional technology support across a mixed Apple and Windows environment.

This role supports hardware, software, networking, payment systems, communications platforms, and other business-critical technology used throughout the Sparkle system. The Technology Support Specialist will also coordinate technology readiness for new salon openings, maintain support documentation, and identify opportunities to reduce recurring issues through stronger processes, education, and automation.

The ideal candidate is customer-focused, resourceful, highly organized, and comfortable supporting technical and non-technical users in a fast-paced, growing, multi-location business.

Key Responsibilities

Technical Support

• Provide remote technical support to Sparkle salons, franchisees, and corporate employees
• Troubleshoot Apple devices, iPads, Windows systems, phones, smart TVs, digital signage, IP cameras, payment hardware, and related equipment
• Diagnose and resolve Wi-Fi, router, switch, connectivity, and device-configuration issues
• Support salon software, point-of-sale and scheduling platforms, Google Workspace, RingCentral, and other business systems
• Manage support requests through Zendesk in accordance with established service-level expectations based on ticket type and priority
• Document troubleshooting steps, resolutions, and relevant system information accurately
• Escalate complex or business-critical issues to internal team members, vendors, or technology partners when appropriate
• Communicate clearly and professionally with both technical and non-technical users throughout the resolution process

Salon Openings and Technology Readiness

• Coordinate the technology setup and onboarding process for new salon openings
• Support equipment procurement, configuration, shipping, replacement, and installation coordination
• Partner with franchisees, vendors, and internal departments to ensure each salon is technologically ready before opening
• Validate that required devices, systems, connectivity, user accounts, and payment hardware are properly configured and operational
• Provide scheduled support during salon openings when needed, including occasional support outside normal business hours
• Maintain salon-opening checklists, installation instructions, and technology-readiness standards

System Administration and User Support

• Assist with employee and franchisee onboarding and offboarding
• Support user accounts, system access, permissions, password resets, and basic administrative tasks
• Maintain accurate records related to devices, system access, replacements, and technology assignments
• Support compliance with Sparkle’s technology, security, and access-management standards

Documentation and Process Improvement

• Create and maintain troubleshooting guides, installation instructions, frequently asked questions, and support standards
• Monitor recurring issues and identify their underlying causes
• Recommend improvements that reduce repeat support requests and improve system reliability
• Assist with the development of automations, self-service resources, and scalable support processes
• Share trends and recurring challenges with the Vice President of Technology and other appropriate stakeholders
• Help improve the overall support experience for franchisees, salon teams, and corporate employees

What Success Looks Like

Success in this role includes:

• Support requests are acknowledged and resolved in accordance with defined service-level expectations
• Users receive clear, patient, and professional communication throughout the support process
• Ticket notes, troubleshooting steps, and resolutions are documented accurately
• New salons open with the required technology properly configured, tested, and ready for operation
• Recurring technology issues are identified, documented, and reduced over time
• Support processes become more consistent, efficient, and scalable as the Sparkle system grows
• Franchisees, salon teams, and corporate employees view the Technology team as a responsive and dependable partner

• High school diploma or equivalent required
• Three or more years of IT support, help desk, desktop support, or technical troubleshooting experience preferred
• Experience supporting Apple, iPad, and Windows environments
• Working knowledge of networking concepts, including Wi-Fi, routers, switches, connectivity, and device configuration
• Strong technical troubleshooting, problem-solving, and organizational skills
• Experience using Zendesk or a similar ticketing and support-management platform preferred
• Experience supporting franchise, retail, hospitality, salon, or multi-location operations preferred
• Familiarity with point-of-sale systems, payment processing, VoIP systems, digital signage, and IP cameras preferred
• Experience with Google Workspace and RingCentral preferred
• Ability to manage multiple support requests and priorities while maintaining attention to detail
• Strong written and verbal communication skills
• Demonstrated customer-service mindset, professionalism, and follow-through
• Ability to explain technical issues clearly and support non-technical users with patience and empathy

• The role does not include a regular after-hours requirement or an on-call rotation
• Scheduled weekend coverage is required approximately one weekend per month
• Occasional support outside normal business hours may be required in connection with new salon openings

Compensation + Benefits

We value your dedication and want to support you in return:

• Flexible hybrid work environment
• Health and dental insurance to keep you well
• Paid time off and holidays to recharge and enjoy life
• Career growth and development opportunities

About Sparkle Grooming Corp.

We’re not your average dog groomer. Founded in 2022, Sparkle is where routine pet care meets small-box retail and social service. Our membership-based, wellness-focused hygiene and salon-style dog grooming, make access to routine care easy and affordable for all - while also giving back to support the needs of our community. Loyal to a greater purpose, we are on a mission to improve quality of life for those we care for, while also doing our part to create healthy happy homes in the communities we serve.

sparkledogcare.com

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