Software Technical Support Specialist

Software Technical Support Specialist 1 Role Overview

The Software Technical Support Specialist 1 is responsible for monitoring, triaging, and resolving production issues across Drips’ core systems, with a focus on Azure Logic Apps, FTP-based integrations, and billing/data workflows. This role serves as the first line of defense for production-impacting incidents, ensuring data accuracy, prompt incident response, and clear communication with internal stakeholders.

You will partner closely with Engineering, QA, and Production teams to investigate system alerts, diagnose integration or configuration problems, and document both the issue and the resolution path for future reuse. This role closely works with the Drips implementation team, helping implement client programs accurately, swiftly and s role sits at the intersection point for all Drips operations.

This is an ideal role for someone who enjoys technical troubleshooting, structured processes, and continuous improvement. This is a remote role within Drips’ Production department. While the schedule is generally flexible, candidates who are able to work a second-shift (afternoon/evening) schedule are strongly preferred to provide coverage for later-day production monitoring and incident response.

• Proactively monitor system health, alerts, and integrations in Azure (Logic Apps, related services) and other monitoring tools.
• Identify anomalies or failures in near real time and ensure appropriate escalation to internal teams when needed.
• Help refine monitoring thresholds, alerting rules, and dashboards as the environment evolves.

• Diagnose and resolve software, configuration, and integration issues across Azure Logic Apps, FTP/SFTP connections, APIs, and related workflows.
• Perform structured root‑cause analysis on incidents, including reviewing logs, API responses, and configuration history.
• Recommend and implement repeatable fixes and guardrails to prevent recurrence.

• Oversee Logic App and FTP integrations, ensuring reliable and accurate data flow between Drips and third‑party systems.
• Validate data mapping, file formats, and connection settings align with expected configurations.
• Support billing and data integration workflows, helping to identify where data is missing, malformed, or misrouted.
• Act as a key stakeholder in the client implementation process, working collaborative with integration specialists, helping solution and implement new client integrations

• Serve as the first point of contact for billing processor failures and other production‑impacting incidents.
• Quickly assess severity and customer impact; initiate appropriate escalation paths and communication.
• Track incidents from detection through resolution, ensuring proper closure and documentation.

• Work closely with Engineering, QA, Production, and Client‑facing teams to identify, document, and resolve system defects or recurring failure patterns.
• Translate complex technical issues into clear, concise language for both technical and non‑technical stakeholders.
• Participate in process‑improvement and automation initiatives related to monitoring, alerting, and support workflows.

• Create and update tickets in Azure Dev Ops (or equivalent tools), ensuring each issue is fully documented from initial report through resolution.
• Maintain internal knowledge base articles for recurring issues, standard operating procedures, and runbooks.
• Contribute to training and troubleshooting materials for internal stakeholders.

• Update system data from third‑party sources where needed, ensuring integrity, compliance, and consistency across systems.
• Identify trends in recurring technical issues and provide structured reporting and insight to leadership.
• Support the development of monitoring and incident dashboards for visibility into failures, response times, and remediation outcomes.

• Professional experience: Typically 2–5 years in a technical support, production support, systems…