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Empower · 18 hours ago

Technical & Aggregation Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$55K/yr - $76K/yr

2+ years exp

Empower is dedicated to transforming financial lives and fostering a flexible, inclusive work environment. The Technical & Aggregation Support Specialist will resolve complex technical issues for clients and internal teams, collaborating with engineering teams to enhance product functionality and improve customer experiences.

Employee BenefitsNon ProfitSocial

No H1B

Responsibilities

Resolve client, advisor, and internal support inquiries submitted through Zendesk

Partner with engineering teams and third‑party aggregators to identify, escalate, and resolve technical issues

Analyze trends in client issues and serve as the voice of the customer to drive product improvements

Create and maintain Help Center articles and technical documentation for common issues

Recommend and support process and tooling improvements to enhance customer satisfaction

Qualification

Technical troubleshootingAnalytical skillsZendeskSQLTechnical documentationAccount Aggregation experienceWritten communicationTime managementCustomer-first attitudeCross-functional collaboration

Required

Bachelor's degree and at least 2 years of related experience, or equivalent work experience

Strong analytical and technical troubleshooting skills

Excellent written communication skills with ability to explain technical concepts clearly

Strong time management and organizational skills in a support environment

Customer‑first attitude with empathy and accountability for issue resolution

Preferred

Experience with Zendesk, JIRA, or similar support tools

Account Aggregation experience a plus

Experience providing technical support via phone, chat, and email

Ability to work cross‑functionally with engineering and product teams

Experience writing technical documentation or training support personnel

Working knowledge of SQL or similar data tools

Benefits

Medical, dental, vision and life insurance

Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup

Tuition reimbursement up to $5,250/year

Business-casual environment that includes the option to wear jeans

Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year

Paid volunteer time — 16 hours per calendar year

Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)

Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.