Investigate, triage, and resolve technical issues within educational software applications, providing timely and accurate follow-up to internal and external stakeholders
Deliver exceptional customer support through professional, courteous, and timely communication
Escalate complex cases to specialized teams as needed and collaborate with Engineering via tools such as Jira and Salesforce
Manage high-priority cases from strategic customers while balancing broader organizational priorities
Log all customer interactions in Salesforce, ensuring accurate records and data integrity
Quickly adapt to new product releases and platform updates, becoming a subject matter expert on evolving tools and processes
Proactively share insights, solution patterns, and learnings to strengthen team knowledge and problem-solving

Requirements

Bachelor’s degree in a related field or 2+ years of equivalent experience
Experience troubleshooting and resolving technical issues
Experience with databases such as Oracle, PostgreSQL, Amazon RDS, or Snowflake
Familiarity with tools in the Atlassian suite (e.g., Jira) and data visualization tools like Tableau
Knowledge of network topologies and protocols, including proxies and firewalls
Experience in an IT/help desk support environment
Experience with educational platforms such as PowerSchool, Clever, Canvas, Infinite Campus, Schoology, or Amplify’s product suite

Benefits

Associates work 40 hours per week (including a 30 minute lunch break and two 15 minute breaks daily)
Equipment provided: MacBook, headset, and mouse
Compliance with school district policies for moonlighting

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingtechnical issue resolutiondatabase managementOraclePostgreSQLAmazon RDSSnowflakenetwork topologiesnetwork protocolsIT support

Soft Skills

customer supportcommunicationcollaborationproblem-solvingadaptabilityinsight sharingcourtesytimeliness

Certifications

Bachelor’s degree