Senior Support Specialist
Remote
Full Time
IT
Experienced
Job Summary:
We are looking for an experienced and motivated Senior Support Specialist. Reporting into the Support Manager, the perfect candidate would play a critical role in maintaining service quality, operational consistency, and audit readiness by owning escalations, validating support execution, and identifying systemic risks across IT support functions.
This is a remote position with occasional visits to our New York office as needed.
Salary Range: $80,000 - $95,000 per year
What you will do:
We are looking for an experienced and motivated Senior Support Specialist. Reporting into the Support Manager, the perfect candidate would play a critical role in maintaining service quality, operational consistency, and audit readiness by owning escalations, validating support execution, and identifying systemic risks across IT support functions.
This is a remote position with occasional visits to our New York office as needed.
Salary Range: $80,000 - $95,000 per year
What you will do:
- Act as a senior escalation point for Support Desk team members, handling complex or high impact support issues.
- Own incident coordination and follow-through for escalated issues, ensuring appropriate communication, prioritization, and resolution.
- Determine when issues should be escalated to Project Management or with vendors and coordinate accordingly. Ensure all requirements for escalation are met.
- Maintain strong situational awareness of open incidents, risks, and service impacts.
- Provide guidance and mentorship to Support Desk staff on troubleshooting techniques, escalation judgment, and customer communication.
- Maintain a strong working knowledge of Kingstone systems, applications, and support processes.
- Participate in onboarding and offboarding activities, ensuring the quality and completeness of support execution. (Onboard/Offboard QA, Onboard Meetings, Laptop QA)
- Identify recurring issues or process gaps and recommend improvements.
- Support audit and access review activities by validating documentation, access accuracy, and adherence to defined processes.
- Partner and collaborate with IT and business teams on complex or systemic issues.
- Drive root cause analysis for recurring or high-impact incidents and ensure preventative actions are defined and tracked.
- Participate in On-Call rotation
- Bachelor’s degree or equivalent combination of education and relevant work experience.
- 5+ years of experience in senior IT support or service delivery within a corporate environment.
- Experience working with ticketing systems (Jira or equivalent).
- Demonstrated ability to handle escalations and complex support scenarios.
- Experience supporting SaaS applications and enterprise user environments.
- Deep understanding of audit, compliance, and regulatory processes.
- Experience in a regulated industry such as insurance, finance, or banking.
- Experience mentoring or serving as a senior point of escalation for other support staff.
- Familiarity with Microsoft enterprise environments (O365, Intune, device management).
- Strong troubleshooting and critical thinking skills.
- Excellent verbal and written communication skills.
- Ability to identify process gaps.
- Strong organizational skills and attention to detail.
- Demonstration of strong bias toward action, ownership, and proactive follow-through.
- Comfort operating in ambiguity and high-priority situations.
- Comprehensive health benefits
- Life and disability insurance
- 401(k) with company match
- Paid parental leave
- Paid vacation, sick time, holidays, and birthday
- Peer recognition program
- We roll up our sleeves
- We take ownership for Kingstone's success
- We are nimble and move fast
- You are not a number
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