Technical Product Support Specialist
Location
United States
Posted
3 days ago
Salary
Not specified
Job Description
Role Description
The Office of Research Information Systems (ORIS) is seeking a skilled Tier 2 Technical Support Specialist to support and improve the research technology systems used across the University. In this role, you will support applications related to:
- IRB
- Conflict of Interest
- Grants management
- Clinical research systems (e.g., OnCore/eReg)
- Contract lifecycle management
- Post award
- Other enterprise research workflows
You will be the bridge between end-users and our technical teams—diagnosing issues, analyzing system behavior, recommending improvements, and ensuring researchers receive fast, accurate, high-quality support. This position also plays a key part in building a centralized support model for research technologies. You’ll help streamline support pathways, improve user experience, and guide faculty, staff, and researchers to the right systems and resources.
Why You’ll Love This Role:
- Work with purpose — support systems that enable critical research and health innovation.
- High autonomy in a Tier-2 environment with direct access to developers & product owners.
- Opportunity to shape new support processes and influence system improvements.
- Strong work-life balance with hybrid/remote flexibility.
- Excellent University of Utah benefits including 14.2% retirement, 50% tuition reduction, generous leave, and free UTA transit.
Qualifications
- Strong experience providing Tier 2 application or product support.
- Ability to troubleshoot complex, multi-system workflows.
- Excellent communication skills and customer empathy.
- Experience with enterprise systems, SaaS applications, or research administration tools (preferred but not required).
- Ability to work independently and manage multiple priorities with minimal supervision.
Requirements
- EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
- Department may hire employee at one of the following job levels:
- Technical Product Support Specialist, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.
- Technical Product Support Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Benefits
- Excellent health care coverage.
- 14.2% retirement contributions.
- Generous paid leave time.
- 10 paid Holidays per year.
- 50% tuition reduction for employee, spouse, and dependent children.
- Flex spending accounts.
- Free transit on most UTA services.
- Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.
- Growth and professional development opportunities.
Job Requirements
- Strong experience providing Tier 2 application or product support.
- Ability to troubleshoot complex, multi-system workflows.
- Excellent communication skills and customer empathy.
- Experience with enterprise systems, SaaS applications, or research administration tools (preferred but not required).
- Ability to work independently and manage multiple priorities with minimal supervision.
- EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
- Department may hire employee at one of the following job levels:
- Technical Product Support Specialist, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.
- Technical Product Support Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Benefits
- Excellent health care coverage.
- 14.2% retirement contributions.
- Generous paid leave time.
- 10 paid Holidays per year.
- 50% tuition reduction for employee, spouse, and dependent children.
- Flex spending accounts.
- Free transit on most UTA services.
- Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.
- Growth and professional development opportunities.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
This role involves managing installation support functions while working remotely and collaborating with skilled team members. The manager will contribute to developing and implementing groundbreaking solutions within the organization.
Customer Support Engineer
MixModeAutomated threat detection, unparalleled network visibility, & deep guided investigation powered by Self-Supervised AI.
This role involves managing the technical health of customers by overseeing technical support requests, conducting customer training on new features, and handling feature setup and configuration. Responsibilities also include providing technical consulting, building customer relationships, and collaborating with internal security, engineering, and product teams.
IT Support Engineer
Red Cup ITStriving to achieve ubiquitous organizational security while delighting everyone involved!
IT Support Engineer providing technical support and system maintenance
The role involves participating in the global deployment of a digital signage platform and providing essential post go-live support by handling all user issues via tickets. Responsibilities also include daily monitoring of devices, configuration, interacting with local IT, and managing software upgrades through testing.
