Technical Support Specialist at IDC – Needham, Massachusetts

About the Role & Team

IDC is seeking a Technical Support Analyst to join our Service Delivery and Support Organization, providing front-line order fulfillment and technical assistance to customers and internal teams. This role focuses on delivering customer subscription orders, access management, authentication, and secure data delivery, supporting enterprise customers across IDC’s platforms.
What You’ll Do

• Provide front-line technical support for customers, helping troubleshoot access, authentication, and subscription-related issues across IDC platforms.
• Deliver customer orders by provisioning platform access, setting up accounts, configuring subscription entitlements, and secure data delivery in accordance with contractual requirements.
• Support single sign-on integrations, including SAML-based authentication and multi-factor authentication access issues, coordinating with customer identity teams as needed.
• Troubleshoot login, subscription entitlement, and permission issues, owning issues through resolution or escalation as appropriate.
• Partner with internal teams—Sales Operations, Product, Engineering, Security—to resolve fulfillment and access-related issues.
• Document procedures, maintain knowledge base content, and contribute to continuous improvement of fulfillment and support processes.
• Participate in an on-call rotation to provide technical support beyond standard business hours as needed.

What You Bring

• 2+ years of professional experience in a technical support or IT operations
• Bachelor's degree or 3+ years of similar experience
• Demonstrated curiosity and genuine eagerness to learn new technologies and systems
• Comfort working in ambiguous situations and adapting as priorities shift
• Strong communication skills, both written and verbal. Able to explain concepts clearly
• Problem-solving mindset with the ability to troubleshoot methodically
• Willingness to be flexible with schedule, including on-call availability on a rotating basis

Why This Role Stands Out
At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What We Offer

• 15 vacation days (prorated based on start date)
• 12 company-paid holidays
• 6 paid sick days (prorated based on start date; may vary by state)
• Medical, dental, and vision coverage
• 2 floating holidays (prorated based on start date)
• 1 volunteer day
• 401(k) company match (IDC matches 3% on the first 6% of employee contributions)
• Company-paid short-term disability
• Company-paid life insurance
  
• Company-paid parental leave
  

Compensation Transparency

At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner.

The expected total annual compensation, depending on location and experience, is between $71,000 – $82,000, inclusive of base salary and variable compensation.
Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.