• Job Description

  Req#: 197846
  Announcement
  
  Details
  
  Open Date
  03/13/2026
  
  Requisition Number
  PRN44487B
  
  Job Title
  Remote Technical Product Support Specialists
  
  Working Title
  Technical Product Support Specialist
  
  Career Progression Track
  P00
  
  Track Level
  P3 - Career, P2 - Developing
  
  FLSA Code
  Computer Employee
  
  Patient Sensitive Job Code?
  No
  
  Standard Hours per Week
  40
  
  Full Time or Part Time?
  Full Time
  
  Shift
  Day
  
  Work Schedule Summary
  
  8-5 and in person work required
  
  VP Area
  President
  
  Department
  00639 - VP for Research
  
  Location
  Campus
  
  City
  Salt Lake City, UT
  
  Type of Recruitment
  External Posting
  
  Pay Rate Range
  $57,000 - $63,800
  
  Close Date
  06/13/2026
  
  Priority Review Date (Note - Posting may close at any time)
  
  Job Summary
  
  The Office of Research Information Systems (ORIS) is seeking a skilled Tier 2 Technical Support Specialist to support and improve the research technology systems used across the University. In this role, you will support applications related to IRB, Conflict of Interest, grants management, clinical research systems (e.g., OnCore/eReg), contract lifecycle management, post award, and other enterprise research workflows.
  
  You will be the bridge between end-users and our technical teams-diagnosing issues, analyzing system behavior, recommending improvements, and ensuring researchers receive fast, accurate, high-quality support.
  
  This position also plays a key part in building a centralized support model for research technologies. You'll help streamline support pathways, improve user experience, and guide faculty, staff, and researchers to the right systems and resources.
  
  Why You'll Love This Role
  
  • Work with purpose - support systems that enable critical research and health innovation.
  • High autonomy in a Tier-2 environment with direct access to developers & product owners.
  • Opportunity to shape new support processes and influence system improvements.
  • Strong work-life balance with hybrid/remote flexibility.
  • Excellent University of Utah benefits including 14.2% retirement, 50% tuition reduction, generous leave, and free UTA transit.
  
  
  About ORIS
  
  The Office of Research Information Systems supports the technology and information systems of the Vice President for Research, including:
  
  • Pre- and Post-Award grant management
  • Institutional Review Board (IRB)
  • Conflict of Interest (COI)
  • Clinical research administration systems (e.g., OnCore, eReg)
  • Contract Lifecycle Management (CLM) system
  • Research compliance and workflow tools
  
  
  Work Arrangement
  
  This is a hybrid position. While much of the work can be performed remotely, occasional on-campus work will be required depending on project and operational needs, in accordance with University policy.
  
  
  • Excellent health care coverage
  • 14.2% retirement contributions
  • Generous paid leave time
  • 10 paid Holidays per year
  • 50% tuition reduction for employee, spouse, and dependent children
  • Flex spending accounts
  • Free transit on most UTA services
  • Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
  • Growth and professional development opportunities
  
  
  Learn more about the great benefits of working for University of Utah: benefits.utah.edu
  
  The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.
  
  Responsibilities
  
  • Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues.
  • Investigate escalated issues by reviewing initial support notes and gathering additional information from customer.
  • Update tracking system of incident logs and convey customer feedback to teams responsible for product development.
  • May escalate extremely technical or sophisticated issues to technical product support engineers or management.
  • Require advanced knowledge of organization's products and/or services, policies, terms, and conditions.
  • Considered highly skilled and proficient in discipline.•
  • Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
  
  
  What You Bring
  
  • Strong experience providing Tier 2 application or product support.
  • Ability to troubleshoot complex, multi-system workflows.
  • Excellent communication skills and customer empathy.
  • Experience with enterprise systems, SaaS applications, or research administration tools (preferred but not required).
  • Ability to work independently and manage multiple priorities with minimal supervision.
  
  
  Minimum Qualifications
  
  EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
  
  Department may hire employee at one of the following job levels:
  
  Technical Product Support Specialist, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.
  
  Technical Product Support Specialist, III: Requires a bachelor's (or equivalency) + 6 years or a master's (or equivalency) + 4 years of directly related work experience.
  
  Preferences
  
  • Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes.
  • Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support environment.
  
  
  Type
  Benefited Staff
  
  Special Instructions Summary
  
  Additional Information
  
  The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.
  
  Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
  
  The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
  
  To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
  
  Director/ Title IX Coordinator
  
  Office of Equal Opportunity and Affirmative Action (OEO/AA)
  
  383 University Street, Level 1 OEO Suite
  
  Salt Lake City, UT 84112
  
  801-581-8365
  
  oeo@utah.edu
  
  Online reports may be submitted at oeo.utah.edu
  
  For more information: https://www.utah.edu/nondiscrimination/
  To inquire about this posting, email: employment@utah.edu or call 801-581-2300.
  
  The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
  
  This position may require the successful completion of a criminal background check and/or drug screen.
  
  https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

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