Connectivity & Technical Support Specialist

We’re hiring a Connectivity & Technical Support Specialist to own customer connectivity, run Tier 1 support for our integrations, troubleshoot access and environment issues, and capture requirements for new work.

This role bridges customer IT, Viewpoint Support, customer business stakeholders, and our developers. Day-one expertise in every system isn’t required - organization, research, clear questions, careful documentation, and momentum matter more.

Responsibilities

Customer onboarding & access

• Drive technical onboarding from kickoff to developer-ready access.
• Run connectivity working sessions with customer IT.
• Set up and validate access: RDP, VPN, SQL Server, Viewpoint, Spectrum, AVD, VRL, APIs, customer servers.
• Maintain connections and credentials in Devolutions Remote Desktop Manager.
• Document access so any teammate can connect on the first try.
• Keep the live status of each access process visible - what’s done, pending, and blocked.
• Chase customer IT contacts until access lands.

Tier 1 support & troubleshooting

• Run Tier 1 support: verify the issue, gather evidence, rule out the obvious.
• Troubleshoot connectivity, environment, and integration issues.
• Triage tickets - access vs. config vs. user vs. data vs. dev work.
• Escalate to developers with context, evidence, expected vs. actual, and the current blocker.
• Own Viewpoint Support tickets end-to-end; write them so they ask for the right things up front.

Research & requirements

• Research unfamiliar systems and concepts without waiting on a developer.
• Use AI, vendor docs, and good questions to produce organized findings.
• Capture requirements for new work, enhancements, and integration changes.
• Clarify workflows, data sources, decisions, and acceptance criteria.
• Translate customer input into clean developer handoffs.

Communication & process

• Track tasks, blockers, owners, and next steps.
• Communicate professionally across customers, vendors, and internal teams.
• Improve onboarding, support, and documentation processes as you go.

Do you have experience in VPN management?, Required:

Working style

Exceptional organization, attention to detail, and follow-through.

Juggles multiple onboardings, follow-ups, and support items.

Persistent without being abrasive; keeps work moving when contacts are slow.

Comfort with ambiguity; strong ownership; self-directed in a fully remote role.

Communication & documentation

Clear writer and speaker; works with IT, business, and dev audiences.

Documents immediately and consistently - meetings, decisions, open questions, next actions.

Research & analysis

Strong research instincts - uses AI, vendor docs, and good questions.

Basic BA skills: requirements, workflows, acceptance criteria, handoffs.

Technical foundation

Basic literacy with remote access, VPN, RDP, credentials, ERP/app support.

Verifies issues and gathers facts before escalating.

Preferred

Tools

Devolutions Remote Desktop Manager.

ConnectWise or other ticketing/PM tools.

Systems & data

Viewpoint, Spectrum, Vista, AVD, VRL, or similar ERPs.

SQL Server, ODBC, APIs, integrations, reporting tools.

Background

Managing vendor support tickets.

Technical onboarding, MSP/ERP support, customer success, or BA work.

Credentials & mindset

PM certification: PMP, CAPM, CSM, or similar.

$60,000 - $90,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Access docs are clear and current.
• Viewpoint tickets are specific and actively managed.
• Tier 1 issues are verified, documented, and resolved or escalated cleanly.
• Developers get complete information, not vague reports.
• Requirements are clear enough for review and handoff.
• Unfamiliar issues get researched and advanced, not parked.
• Delays and unresolved decisions surface before work stalls.
• The team trusts the work is being handled.

First 90 days

• Master Devolutions RDM.
• Improve access documentation consistency.
• Build a repeatable onboarding checklist.
• Stand up a reliable Viewpoint ticket process.
• Establish a Tier 1 triage pattern.
• Actively manage follow-ups, access, support, requirements, and handoffs.
• Show process ownership before becoming a system expert.

Pay: $60,000.00 - $90,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance