Job Details

Technical Product Support Specialist

Position Number: 7002960
Location: Salt Lake City, UT
Position Type: Computing - Support and Training

Technical Product Support Specialist

Job Summary

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, and 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.

About ORIS
The Office of Research Information Systems supports the technology and information systems of the Vice President for Research, including:

Pre- and Post-Award grant management
Institutional Review Board (IRB)
Conflict of Interest (COI)
Clinical research administration systems (e.g., OnCore, eReg)
Contract Lifecycle Management (CLM) system
Research compliance and workflow tools

Work Arrangement
This is a hybrid position. While much of the work can be performed remotely, occasional on-campus work will be required depending on project and operational needs, in accordance with University policy.

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

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.

Responsibilities

Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues.
Investigate escalated issues by reviewing initial support notes and gathering additional information from customer.
Update tracking system of incident logs and convey customer feedback to teams responsible for product development.
May escalate extremely technical or sophisticated issues to technical product support engineers or management.
Require advanced knowledge of organization's products and/or services, policies, terms, and conditions.
Considered highly skilled and proficient in discipline.
Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.

What You Bring

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.

Minimum Qualifications
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.

Preferences

Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes.
Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support environment.

Special Instructions

Requisition Number: PRN44487B
Full Time or Part Time? Full Time
Work Schedule Summary: 8-5 and in person work required
Department: 00639 - VP for Research
Location: Campus
Pay Rate Range: $57,000 - $63,800
Close Date: 6/13/2026
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/197728