--- title: 'Technical Support & Onboarding Specialist at Liaison International' canonical: 'https://feeny.ai/job/technical-support-onboarding-specialist-liaison-international-21161px0w9s4' type: 'job' last_seen: '2026-09-14' --- # Technical Support & Onboarding Specialist at Liaison International - **Company:** Liaison International - **Work type:** hybrid - **Posted:** 2026-08-10 - **Last confirmed live:** 2026-09-14 - **Apply:** https://www.liaisonedu.com/open-positions/?gh_jid=5385194008 ## Job description At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot. Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come. Do you like solving production issues, making systems more reliable, and closing the loop from incident to root cause? Do you enjoy collaborating with smart engineers, product teams, and partners to keep critical applications healthy? If so, this role is for you. Liaison International is a leader in college application and admissions solutions in the United States. Our products help applicants and institutions streamline the admissions process using modern software technologies. We are expanding our Application Support Monitoring team and are seeking highly motivated specialists who are as comfortable troubleshooting issues as they are reading dashboards and improving alerts. This role sits at the intersection of Level 2 application support and observability. Apart from being part of the application support team, you will also help monitor the health of our various platforms, diagnose and resolve issues, and continuously improve how we detect, alert on, and prevent problems in production. A successful candidate will have strong consulting and customer-facing skills, a passion for observability and debugging, and a mindset of ownership around system health. Responsibilities: Application Support & Incident Response: - Own and manage Level 2 support requests coming through our ticketing systems (Salesforce, Jira), with a focus on application behavior and data rather than basic “how‑to” questions - Troubleshoot application issues reported by end users and internal teams, using logs, metrics, and traces to understand what is happening in production. - Collaborate closely with Developers, Business Analysts, QA, and Implementation teams to reproduce issues, identify root causes, and coordinate fixes. - Validate software fixes in test and pre-prod environments and, when appropriate, in production to confirm issues are resolved. - Respond and follow up with stakeholders within agreed SLAs, providing clear, technically accurate updates. Observability & Monitoring: - Monitor application performance and reliability using various APM tools, alerts, and channels. - Use telemetry (logs, metrics, traces) to proactively detect anomalies and performance regressions, not just react to tickets. - Help design, maintain, and improve application monitoring and alerting for key Liaison services (e.g., New Relic dashboards, error rate, and latency alerts). - Tune alerts so they are actionable and low‑noise: adjust thresholds, add missing signals, and remove or refine noisy alerts in partnership with engineering. - Contribute to and maintain health dashboards for applications, data exports, scheduled jobs, integrations, and campaign workflows so teams can easily see what is healthy, failing, or stuck. - Participate in incident reviews and help translate lessons learned into improvements in monitoring, alerting, and runbooks. Onboarding & Configuration: - Assist with onboarding new clients and rolling over new cycles, ensuring health and monitoring configuration are in place from day one. - Troubleshoot onboarding configuration and regression issues, coordinating changes across internal and external teams. - Monitor and maintain data quality between systems (configuration and user data), helping to identify and correct discrepancies early. Knowledge, Process, and Continuous Improvement: - Develop and run complex ad‑hoc reports (SQL, Excel) to support investigations and answer data questions from stakeholders. - Create and publish knowledge base articles, runbooks, and troubleshooting guides to enable faster, more consistent responses to recurring issues. - Assist other support staff with problem‑solving and share best practices around observability, monitoring tools, and debugging. - Support management with metrics and reporting on incidents, throughput, and recurring patterns; help drive down repeat issues via RCA and preventive changes. - Take ownership of Root Cause Analysis (RCA) for major application issues, capturing both technical causes and process/monitoring gaps and ensuring follow‑through on action items. Basic Qualifications: - Bachelor’s degree in computer science, Information Systems, or related field; or equivalent practical experience. - Experience in application support, DevOps, SRE, or technical operations for web‑based applications. - Hands‑on experience troubleshooting in Linux/Windows web environments using logs, metrics, and monitoring dashboards. - Experience writing clear, detailed tickets that document investigation steps, diagnosis, and escalation paths. - Strong verbal and written communication skills; comfortable working directly with internal and external clients and partners in a professional, tactful manner. Preferred Qualifications: - Experience with observability / monitoring tools (e.g., New Relic, Datadog, ELK, Grafana, CloudWatch) and an understanding of logs/metrics/traces. - Experience with Python and JavaScript for scripting, small tools, or automation. - Experience with Node.js and TypeScript is a plus. - Solid understanding of APIs, microservices, and asynchronous workloads and how to instrument and monitor them. - Intermediate to advanced SQL skills for querying application and reporting databases. - Intermediate to advanced Excel skills (tables, pivot tables, formulas) for quick analysis and reporting. - Prior exposure to incident management, SRE practices, or on‑call rotations. [Privacy Policy | GDPR | CCPA Compliance](https://www.liaisonedu.com/privacy-policy/) ## About Liaison International ## Company Overview - **One-liner**: Liaison International provides enrollment management technology and Centralized Application Services (CAS) for higher education institutions, helping them streamline admissions, marketing, and student yield. - **Entity Type**: Private (Bootstrapped/Founder-led) - **Headquarters**: Watertown, Massachusetts, USA - **Founded**: 1990 - **Founders**: George Haddad (Founder & CEO) ## Core Business - **Primary industry**: Education Technology (EdTech) / Higher Education Admissions & Enrollment Management - **Target customers**: Higher education institutions (over 1,500 campuses), state systems, professional associations, and mission-aligned organizations. B2B, primarily serving universities, colleges, and graduate/health profession programs. - **Mission**: “Connecting ambition to achievement” — empowering the community with information to make decisions confidently by providing strategic resources and innovating higher education technology. ## Products & Services - **Centralized Application Services (CAS)**: A platform that centralizes the application process for discipline-specific growth, used by over 31,000 programs globally. Includes specialized offerings like ResidencyCAS for medical residency programs. - **Enrollment Marketing Platform (EMP)**: AI-powered search and omni-channel marketing campaigns to boost enrollment. - **CRM (formerly TargetX)**: Customer relationship management tool to advance enrollment strategies and build relationships with students from inquiry to graduation. - **Yield & Financial Aid Optimization**: Tools to optimize financial resources with aid packages that influence yield decisions. - **Productivity Suite**: A suite of tools to improve operations and manage program-specific processes. - **Othot (Predictive Analytics)**: A predictive and prescriptive analytics platform powered by machine learning to inform enrollment decisions. - **SlideRoom**: Portfolio-based application management for arts and creative programs. - **Time2Track**: Tracking tool for practicum and internship hours (often used in psychology/health programs). ## Market Standing - **Valuation/Market Cap**: Not publicly available (private company). - **Key Metric**: Processes over 5 million applications annually; serves over 1,500 institutions and 40,000+ programs globally. - **Notable Investors/Partners**: Founder-led with no disclosed external investors. Partners include numerous higher education associations, state systems, and professional organizations. - **Growth Signals**: Expanding into medical residency admissions with ResidencyCAS; 35+ years of steady growth in higher education; actively hiring across engineering, sales, and IT roles. ## Competitive Advantages - **Deep Industry Expertise**: Over 35 years focused exclusively on higher education enrollment management — leadership team includes former university administrators who understand client challenges firsthand. - **Comprehensive Platform**: End-to-end suite covering marketing, application processing, CRM, yield management, and predictive analytics, creating a sticky ecosystem for institutions. - **Scale & Trust**: Trusted by over 1,500 institutions and processes millions of applications annually, giving it a dominant position in graduate and health profession admissions. - **AI & Data Maturity**: Proprietary predictive analytics (Othot) and AI-powered tools differentiate it from simpler CRM-only competitors. ## Strategic Focus - **AI Integration**: Deepening predictive and prescriptive analytics capabilities to help institutions make data-driven enrollment decisions. - **Expansion into Medical Residency**: Launching and scaling ResidencyCAS to capture a new, high-value segment of the education market. - **Platform Consolidation**: Encouraging clients to adopt the full suite of products (CAS + CRM + Marketing + Yield) to increase retention and lifetime value. - **Global Reach**: Serving programs globally and expanding partnerships with state systems and associations. ## Why Work Here - **Culture**: Described as passionate, authentic, and growing. Emphasis on collaboration, diversity, and professional development. Intracompany committees, affinity groups, and virtual DEIB training are in place. - **Flexibility**: Hybrid and remote opportunities available. Home office reimbursement for remote employees. Free gym membership for Watertown-based employees. - **Benefits**: Competitive pay, medical/dental/vision, 401k with company match, generous parental leave, flexible PTO, tuition reimbursement, pet insurance, identity theft protection, and monthly virtual wellness webinars. - **Engineering Culture**: Actively hiring for Senior Full-Stack Software Developers, QA Automation Engineers, and Data Analysts. Tech stack includes modern web development tools and cloud infrastructure. - **Stability & Mission**: 35+ year history with a clear mission in education technology — employees can feel their work directly impacts student access and institutional success. ## Sources 1. [liaisonedu.com](https://www.liaisonedu.com/) 2. [liaisonedu.com/careers](https://www.liaisonedu.com/careers/) 3. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/embed/job_app?for=liaisoninternational&token=4604637008) 4. [liaisonedu.com/leadership](https://www.liaisonedu.com/leadership/) 5. 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