Senior Production Support Engineer - SCC

Aspire Software

What You'll Do

• Own the Customer Support Experience: Be the first technical responder for incoming district tickets diagnose, triage, and resolve issues directly with district staff over phone, email, and screenshare. Train customers on system behavior, walk them through configuration steps, and turn one-off support interactions into knowledge that scales.
• Diagnose and Resolve Production Issues: Investigate complex production issues across the full ScholarChip stack application logs, database records, integration processes, and deployed hardware. Perform root-cause analysis on system failures, data inconsistencies, and integration errors.
• Support SIS Integrations: Troubleshoot student data synchronization and attendance sync failures across PowerSchool, Infinite Campus, Skyward, eSchoolData, and other Student Information Systems. Diagnose REST API errors and validate roster, attendance, and student data accuracy.
• Investigate Production Data: Query Oracle production databases using SQL and PL/SQL to investigate data issues, validate records, and support data corrections. Reason about root cause across schemas, integrations, and the legacy and modern application boundaries.
• Support Deployed Hardware: Troubleshoot check-in kiosks, ID card printers, badge readers, and barcode scanners deployed across school environments. Diagnose connectivity, network configuration, and device-server communication issues alongside district IT teams.
• Configure School Systems: Support district-level configuration of school calendars, bell schedules, attendance notification workflows, tardy alerts, visitor sign-in workflows, and kiosk behaviors. Assist in onboarding and configuring new districts.
• Build the Knowledge Base: Author and maintain runbooks, troubleshooting guides, and configuration documentation. Documentation contribution is a core deliverable much of the team s institutional knowledge has lived in heads rather than docs, and this role is one of the people changing that.
• Collaborate Cross-Functionally: Work with Engineering, Implementation, Customer Support, and district IT to escalate, diagnose, and resolve issues. Translate complex technical findings into clear, actionable resolution plans.

Day-to-Day Breakdown

• 55% direct ticket work investigating and resolving district support requests across the ScholarChip product surface
• 20% authoring and refining documentation, runbooks, and knowledge-base content
• 15% deeper investigation and escalation work on complex production issues
• 10% supporting district setup, onboarding, and configuration changes

Responsibilities

• Own production-support investigations end-to-end across SIS integrations, databases, applications, and hardware escalating to engineering when defects require code-level resolution.
• Author and maintain Confluence-based documentation for support troubleshooting, configuration procedures, and integration patterns.
• Triage and own a daily Jira queue, with clear resolution-path notes that build institutional knowledge as they re written.
• Contribute to internal knowledge-base content that powers self-service and support-bot capabilities.
• Build relationships with district IT contacts, internal support staff, and engineering be the person other functions trust to investigate the ambiguous cases.
• Document configuration procedures and integration troubleshooting steps so the team s runbooks evolve as our systems do.

Technical Skills

• SQL (production-database depth): Strong SQL skills with demonstrated experience investigating production data, joining across schemas, hunting anomalies, and analyzing application logs. Oracle experience preferred.

• REST API Integration Troubleshooting: Experience diagnosing integration failures, debugging payloads, validating data transfer between systems, and reasoning about retry/idempotency behavior.

• Programming for Debugging: Working knowledge of at least one language (Python, Java, C#, JavaScript) at the level of reading code, interpreting stack traces, and analyzing system logs. Full development experience is not required; debugging fluency is.

• Hardware and Networking Fundamentals: Comfortable troubleshooting deployed devices, basic networking concepts (firewalls, ports, NAT, DNS), and district-network environments. Direct experience with kiosks, scanners, or similar hardware is a strong plus.

• Customer-Facing Troubleshooting: Experience resolving issues live with end users phone, screenshare, email in a way that builds confidence rather than friction.

• Enterprise Application Support: Experience supporting enterprise applications in production environments you understand what production-grade reliability requires.

• Tools: Proficient in Jira (ticket triage, queue ownership, escalation workflows) and Confluence (documentation authoring, KB structure). Comfortable working fully remote in Microsoft Teams.

Soft Skills

• Customer Orientation: Comfortable being the direct face of support to district staff, school administrators, and IT contacts. Brings calm, clarity, and follow-through to live troubleshooting calls and email threads, even when the underlying issue is messy.

• Curiosity and Problem-Solving: Energized by ambiguous, multi-layered issues that require investigation across system boundaries.

• Comfort with Ambiguity: Effective in environments where systems have evolved organically and not all the answers are written down. Sees that as an opportunity to build clarity, not a blocker.

• Clear Communicator: Able to translate complex technical findings into clear language for non-technical audiences district staff, school administrators, and internal partners.

• Documentation Discipline: Believes institutional knowledge belongs in documents, not heads. Treats doc work as part of the job, not overhead.

• Cross-Functional Collaboration: Works effectively with engineering, implementation, support, and customer-facing teams.