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 position is fully remote, with occasional visits to the New York office based on business needs. Candidates will also be scheduled for an on-call rotation as required.

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.

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

Please note that Kingstone does not accept unsolicited resumes from recruiters or employment agencies. In the event of a recruiter or agency submitting a resume or candidate without a signed agreement being in place, we explicitly reserve the right to pursue and hire such candidates without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Kingstone. Originally posted on Himalayas