Serving as a technical escalation resource, the full-time Software Solutions Specialist will support internal teams in resolving complex customer issues related to software and firmware solutions while working remotely. Key Responsibilities Act as a Tier III escalation point for software and firmware-related customer issues, collaborating with internal teams to troubleshoot and resolve complex cases Provide advanced troubleshooting guidance and product knowledge to Tier I and Tier II Technical Support and Customer Success teams Develop and update training materials and documentation to support new software and firmware releases Required Qualifications Bachelor's degree in computer science, information technology, software engineering, or related field with 1-3 years of relevant software support experience, or equivalent combination of education and experience Experience in providing technical support or troubleshooting for software and firmware products Proficiency in collaboration and issue-tracking systems such as Azure DevOps, Jira, or Zendesk Ability to analyze complex technical issues and document findings clearly Strong collaboration skills to work effectively with cross-functional teams