Technical Solutions Specialist

Our client, a leading payroll and HR tech company, is seeking a highly analytical Technical Solutions Specialist with expertise in advanced payroll, HRIS, and technical troubleshooting.

The ideal candidate will serve as the escalation point for advanced payroll, HR, timekeeping, and system-related issues that extend beyond frontline support.

Responsibilities:

• Investigate and resolve complex payroll, HRIS, timekeeping, and system-related issues through detailed analysis, testing, and root cause identification.
• Own advanced support cases from initial investigation through final resolution, ensuring timely communication, accurate documentation, and exceptional client service.
• Replicate reported issues, validate solutions, and perform functional testing to ensure accurate and sustainable resolutions.
• Collaborate with Product, Development, Implementation, Client Success, and third-party vendors to resolve technical issues efficiently.
• Provide proactive communication to clients throughout the support lifecycle by setting expectations, delivering status updates, and ensuring successful outcomes.
• Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and internal support procedures to improve team efficiency.
• Identify recurring issues, recommend process improvements, and contribute to product enhancements that improve platform stability and client experience.
• Participate in user acceptance testing (UAT), feature validation, and quality assurance efforts for new software releases, enhancements, and system updates.

Qualifications:

• 3+ years of experience in Technical Support, Payroll Support, HRIS, Software Implementation, Application Support, or a similar technical troubleshooting role.
• Strong knowledge of payroll processing, HR systems, timekeeping platforms, and business application workflows.
• Demonstrated experience investigating, replicating, testing, troubleshooting, and validating technical issues.
• Excellent analytical, critical thinking, and root cause analysis skills.
• Experience managing multiple complex support cases while meeting service level expectations and deadlines.
• Strong written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Experience collaborating across cross-functional teams, including Product, Engineering, Client Success, and third-party vendors.
• Proficiency with Microsoft Office Suite, Microsoft Teams, and ticket management platforms such as Zendesk or similar customer support systems.
• Exceptional organizational skills with strong attention to detail and a commitment to delivering an outstanding client experience.

Location: Brooklyn, NY
Salary: $100K