Microsoft 365 Support Specialist

About Us

Orchestry Software is a pioneering SaaS company in the Microsoft 365 space, committed to simplifying and enhancing workplace productivity through cutting-edge solutions. Our comprehensive platform leverages automation, workspace templates, and intelligent recommendations to drive workspace standardization, governance, reporting, archiving, and guest management. We empower organizations to streamline their processes and achieve greater efficiency and effectiveness. 

 

Job Description

As a Software Support Specialist at Orchestry, you will leverage your extensive knowledge of M365 technologies to provide Level 3 technical support to our customers and resellers. You will work closely with the Engineering and Product teams to troubleshoot and resolve complex issues, ensuring a seamless and satisfying customer experience. 

 

Key Responsibilities

• Provide Level 3 / Tier 3 technical support for Orchestry’s software solutions, addressing inquiries and issues from customers and resellers. 

• Troubleshoot and resolve issues related to Microsoft APIs and Orchestry error messages. 

• Conduct deep dives into technical problems, identifying root causes and implementing effective solutions or provide reproducible details to the Engineering team if code updates are required. 

• Collaborate closely with the Engineering team to communicate technical findings and assist in resolving complex issues. 

• Work with the Product team to provide feedback and insights based on support interactions to enhance product development. 

• Document and communicate detailed technical information to customers, resellers, and internal teams. 

• Maintain a thorough understanding of Orchestry’s products and M365 technologies to provide accurate and efficient support. 

• Develop and update support documentation and knowledge base articles. 

• Ensure ongoing follow up and close tickets and ensure that the resolution is clearly communicated to the customer. 

• Participate in continuous learning and professional development to stay current with industry trends and technologies. 

Requirements

Requirements

• At least 3 years of technical experience with M365 technologies, either as a solutions implementer or in a support role. 

• Strong knowledge of Microsoft APIs and related technologies. 

• Proven experience in troubleshooting and resolving complex technical issues. 

• Excellent communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences. 

• Strong analytical and problem-solving skills. 

• Ability to work collaboratively with cross-functional teams in a remote environment. 

• Detail-oriented with a commitment to providing high-quality customer support. 

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 

 

Desired Qualities

• Experience with M365 solutions 

• Familiarity with support ticketing systems and CRM tools. 

• Strong organizational and time-management skills. 

• Ability to handle multiple priorities and manage time effectively in a fast-paced environment. 

 

Why Join Us

• Opportunity to play a key role in a growing and innovative company. 

• Collaborative and inclusive company culture. 

• Flexible remote work environment. 

• Competitive salary and benefits package. 

• Opportunities for professional growth and advancement. 

 

If you are a dedicated Software Support Specialist with a passion for helping customers and a strong background in M365 technologies, we would love to hear from you. Apply now to join Orchestry Software and contribute to our mission of simplifying digital workplaces. 

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision) 
• Work From Home – Flexible hours 
• Training & Development 
• Future Stock Option Plan