Senior Support Specialist

Job Summary:

We are looking for an experienced and motivated Senior Support Specialist. Reporting into the Support Manager, the perfect candidate would play a critical role in maintaining service quality, operational consistency, and audit readiness by owning escalations, validating support execution, and identifying systemic risks across IT support functions.

This is a remote position with occasional visits to our New York office as needed.

Salary Range: $80,000 - $95,000 per year

What you will do:

• Act as a senior escalation point for Support Desk team members, handling complex or high impact support issues.
• Own incident coordination and follow-through for escalated issues, ensuring appropriate communication, prioritization, and resolution.
• Determine when issues should be escalated to Project Management or with vendors and coordinate accordingly. Ensure all requirements for escalation are met.
• Maintain strong situational awareness of open incidents, risks, and service impacts.
• Provide guidance and mentorship to Support Desk staff on troubleshooting techniques, escalation judgment, and customer communication.
• Maintain a strong working knowledge of Kingstone systems, applications, and support processes.
• Participate in onboarding and offboarding activities, ensuring the quality and completeness of support execution. (Onboard/Offboard QA, Onboard Meetings, Laptop QA)
• Identify recurring issues or process gaps and recommend improvements.
• Support audit and access review activities by validating documentation, access accuracy, and adherence to defined processes.
• Partner and collaborate with IT and business teams on complex or systemic issues.
• Drive root cause analysis for recurring or high-impact incidents and ensure preventative actions are defined and tracked.
• Participate in On-Call rotation

What you will bring:

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• 5+ years of experience in senior IT support or service delivery within a corporate environment.
• Experience working with ticketing systems (Jira or equivalent).
• Demonstrated ability to handle escalations and complex support scenarios.
• Experience supporting SaaS applications and enterprise user environments.
• Deep understanding of audit, compliance, and regulatory processes.
• Experience in a regulated industry such as insurance, finance, or banking.
• Experience mentoring or serving as a senior point of escalation for other support staff.
• Familiarity with Microsoft enterprise environments (O365, Intune, device management).
• Strong troubleshooting and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to identify process gaps.
• Strong organizational skills and attention to detail.
• Demonstration of strong bias toward action, ownership, and proactive follow-through.
• Comfort operating in ambiguity and high-priority situations.

What we offer:

• Comprehensive health benefits
• Life and disability insurance
• 401(k) with company match
• Paid parental leave
• Paid vacation, sick time, holidays, and birthday
• Peer recognition program

Kingstone Core Values:

• We roll up our sleeves
• We take ownership for Kingstone's success
• We are nimble and move fast
• You are not a number