---
title: 'Technical Support Specialist at  Higher Logic'
canonical: 'https://feeny.ai/job/technical-support-specialist-higher-logic-united-states-e2hgy8b7dzn4'
type: 'job'
last_seen: '2026-10-19'
---

# Technical Support Specialist at  Higher Logic

- **Company:**  Higher Logic
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-10-16
- **Last confirmed live:** 2026-10-19
- **Apply:** https://job-boards.greenhouse.io/higherlogic/jobs/8033739003

## Job description

Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.

The Technical Support Specialist's primary responsibility is to help our customers successfully use Higher Logic's software solutions. This role provides outstanding technical support and customer service through multiple support channels to customers ranging from small businesses to large enterprises. As a customer-facing role, the Technical Support Specialist must possess strong service and communication skills, use sound judgment, and be an effective troubleshooter with a passion for investigating and resolving customer problems.

## ESSENTIAL DUTIES AND RESPONSIBILITIES

- Investigate and resolve customer technical issues effectively and efficiently through multiple support channels.
- Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues.
- Ask focused questions, assess available evidence, and follow reported problems beyond their initial symptoms to identify the likely source.
- Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other available technical information during troubleshooting.
- Critically evaluate and validate findings produced by AI-assisted systems before using them to resolve a case or communicate with a customer.
- Communicate with customers professionally and consistently regarding issue status, findings, next steps, and resolution.
- Document customer interactions, troubleshooting performed, relevant evidence, issue status, and resolution in the appropriate case-management system.
- Escalate unresolved issues to the appropriate internal teams with a clear problem statement, supporting evidence, completed troubleshooting, and specific unanswered questions.
- Continually develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills.
- Meet or exceed agreed-upon performance expectations for productivity, quality of work, investigation quality, and overall customer experience.
- Conduct all business in accordance with Higher Logic policies and procedures.
- Perform other duties as assigned.

## KNOWLEDGE AND ABILITIES REQUIRED

- Basic understanding of, or willingness to learn, Higher Logic's product suite.
- Strong critical-thinking, problem-solving, and troubleshooting skills.
- Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources.
- Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems.
- Ability to use browser developer tools and perform an initial assessment of console messages, network activity, HAR files, logs, and common web application errors.
- Basic understanding of, or willingness to learn, standard web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases. Advanced coding or database administration skills are not required.
- Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output.
- Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation.
- Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required.
- Excellent verbal and written communication skills.
- Exceptional customer-service skills.
- Effective prioritization and triage skills with the ability to manage multiple customer inquiries.
- Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods.

## EXPERIENCE DESIRED

- Typically requires a minimum of two years of technical customer-service experience, preferably in a SaaS environment.
- Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education.
- Experience using customer-support, case-management, work-tracking, documentation, or knowledge-management systems.
- Experience troubleshooting web applications or using browser diagnostics, system-monitoring information, application data, or AI-assisted tools is preferred.

## About  Higher Logic

## Company Overview
- **One-liner**: Higher Logic provides an all-in-one online community and engagement platform that helps associations, nonprofits, and B2B/B2C companies build stronger relationships with their members, customers, and employees.
- **Entity Type**: Private (backed by JMI Equity)
- **Headquarters**: Not publicly available (team members in 3 countries and 29 U.S. states)
- **Founded**: 2007
- **Founders**: Rob Wenger and Andy Steggles

## Core Business
- **Primary industry/industries**: Community software, member engagement, marketing automation
- **Target customers**: Associations, nonprofits, B2B companies, B2C companies (enterprise and mid-market)
- **Mission or purpose statement**: “We believe there’s power in community.” The company aims to help organizations “find their purpose through community—driving more connections, more engagement, and more value for your members.”

## Products & Services
- **[Higher Logic Thrive](https://www.higherlogic.com/)**: A central community and engagement platform that combines AI with human insight to deliver personalized experiences, automate marketing, and drive member/customer retention and advocacy. Type: SaaS.
- **[Vanilla Forums](https://www.higherlogic.com/history/)**: A community forum solution acquired in 2022 to strengthen the company’s B2B and B2C market offerings. Type: SaaS.
- **Marketing Automation (Informz, Real Magnet, etc.)**: Acquired platforms that integrate with the community solution to provide email marketing, engagement scoring, and campaign management. Type: SaaS.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding not publicly available; JMI Equity made a strategic investment (amount undisclosed) to accelerate growth.
- **Notable Investors/Partners**: JMI Equity; partnerships with best-in-class solutions for jobs, credentialing, learning management, mobile apps, and more.
- **Growth Signals**: 
  - Serves over 3,000 organizations with 350,000+ online communities and 200+ million users across 42 countries.
  - Over 7 billion interactions generated annually.
  - Continued AI innovation (AI-powered community assistant, predictive personalization).
  - Acquisitions of Vanilla Forums (2022) and four marketing platforms (Informz, Real Magnet, Socious, Kavi) to expand capabilities.
  - Rob Wenger returned as CEO to drive product innovation and strategic partnerships.

## Competitive Advantages
- **All-in-one platform**: Combines community, marketing automation, and AI in a single solution, reducing the need for multiple vendors.
- **Deep domain expertise**: 15+ years focused exclusively on community and member engagement for associations and B2B/B2C companies.
- **Scale and trust**: 3,000+ customers and a proven track record of driving retention and advocacy.
- **AI integration**: Built-in AI tools that help personalize experiences, predict behaviors, and maximize content reach.

## Strategic Focus
- **AI-enabled engagement**: Continuing to embed AI into core solutions to help customers operate more effectively and deliver personalized experiences at scale.
- **Ecosystem expansion**: Building partnerships and integrations (jobs, credentialing, learning management, etc.) to create a holistic technology stack for customers.
- **Global growth**: Expanding reach across 42 countries and deepening presence in B2B/B2C markets.

## Why Work Here
- **Remote-first workplace**: Fully distributed team with employees in 3 countries and 29 U.S. states; remote tools and services provided.
- **Culture and values**: Core values include Authentic Character, Energetic Excellence, Casual Approachability, and Conscious Inclusivity. Emphasis on growth mindset, transparency, and empathy.
- **Diversity, Equity, Inclusion & Belonging**: Employee Resource Groups (ERGs), an All Together Council, and formal DEIB programs to foster belonging.
- **Benefits**: Holistic approach to employee health covering physical, mental, and financial well-being (global benefits).
- **Career growth**: Encourages curiosity, initiative, and continuous learning; opportunities to work on cutting-edge AI and community technology.

## Sources
1. [higherlogic.com](https://www.higherlogic.com/)
2. [higherlogic.com/careers](https://www.higherlogic.com/careers/)
3. [higherlogic.com/careers/jobs](https://www.higherlogic.com/careers/jobs/)
4. [higherlogic.com/leadership](https://www.higherlogic.com/leadership/)
5. [higherlogic.com/history](https://www.higherlogic.com/history/)
6. [job-boards.greenhouse.io/higherlogic](https://job-boards.greenhouse.io/higherlogic)

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