Technical Support Specialist – Tier 2; Seminaries & Institutes

PT Technical Support Specialist – Tier 2 (Seminaries & Institutes)

Salt Lake City, UT, United States (Hybrid)

This position serves as a Tier 2 Technical Support Specialist for the software and systems used by Seminaries & Institutes of Religion worldwide. It involves resolving complex technical issues escalated from frontline support, providing thoughtful user assistance, and collaborating cross-functionally with product and engineering teams. This hybrid role requires both strong independent work skills and close team collaboration.

This position offers a hybrid work schedule, with the expectation to work in the office one day per week.

• Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone.
• Troubleshoot and resolve technical issues related to applications, accounts, and systems using logs, error messages, and user replication.
• Serve as a liaison between users, engineering teams, and Product Managers to ensure timely resolution and clear communication.
• Manage and prioritize support tickets in alignment with service level agreements (SLAs).
• Document complex incidents clearly for knowledge sharing and escalation.
• Assist in developing support and maintenance plans for S&I platforms and tools.
• Report and validate software bugs in collaboration with engineering; participate in testing and provide user-focused feedback.
• Create and maintain clear, helpful support content, including FAQs and knowledge base articles.
• Support users through remote software updates and feature rollouts.
• Deliver training and walkthroughs to end users or team members, virtually or in person.
• Participate in team syncs and knowledge-sharing initiatives while working independently in a hybrid environment.
• Perform additional duties and project-based assignments as directed by support leadership.
• Work with professionalism and divine guidance to support the Church’s mission through technology.

• 1–3+ years of experience in technical or IT support roles.
• Bachelor’s degree in information systems, Computer Science, Business Technology, or related field (preferred).
• Strong technical troubleshooting skills across desktop, web, and cloud-based systems.
• Familiarity with system administration tasks, including software updates and account configuration.
• Ability to follow structured processes and adapt to changing needs.
• Experience with ticketing systems (e.g., Zendesk, Service Now) and remote support tools.
• Proficiency with Microsoft Office, Teams, and Outlook.
• Skilled in technical writing and documentation for end users and internal support.
• Excellent written and verbal communication skills; able to explain complex concepts clearly.
• Self-motivated, organized, and effective in both collaborative and independent work.

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings— giving Church members places to worship, teach, learn, and receive sacred ordinances—our employees seek innovative ways to share the gospel of Jesus Christ with the world.

They are literally working in His kingdom.

Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.

Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.