Senior Production Support Engineer (ScholarChip)

About the role

Aspire Software is seeking a Senior Production Support Engineer to own the customer support experience for its ScholarChip product suite. You will be the first technical responder for district tickets, guiding users through configuration, troubleshooting, and knowledge transfer.

Key responsibilities

• Diagnose, triage, and resolve incoming support tickets via phone, email, and screenshare.
• Investigate complex production issues across the full ScholarChip stack, including application logs, databases, integrations, and hardware.
• Support SIS integrations with PowerSchool, Infinite Campus, Skyward, eSchoolData and troubleshoot REST API errors.
• Query Oracle production databases using SQL and PL/SQL to validate data and support corrections.
• Troubleshoot deployed hardware such as check‑in kiosks, ID card printers, badge readers, and barcode scanners.
• Configure district‑level settings like calendars, bell schedules, attendance workflows, and kiosk behaviors.
• Author and maintain runbooks, troubleshooting guides, and configuration documentation.
• Collaborate with Engineering, Implementation, Customer Support, and district IT teams to resolve issues.

Required profile

• Several years of experience in production support or technical support for enterprise software.
• Strong analytical skills with the ability to perform root‑cause analysis across multiple system layers.
• Excellent communication skills to work with district staff and internal teams.

Required skills

• Oracle database experience
• SQL and PL/SQL querying
• REST API troubleshooting
• Familiarity with SIS platforms: PowerSchool, Infinite Campus, Skyward, eSchoolData
• Hardware troubleshooting (kiosks, printers, badge readers, scanners)
• Network configuration and device‑server communication