Technical Product Support – EdTech

About reputed company

reputed company is the K–12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million reputed company across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help reputed company reputed company.

By turning data into meaningful, actionable intelligence, reputed company enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support—driving measurable improvements in safety and wellbeing. We are proud to be recognized as a Top reputed company to Work, a Top 40 Most Used EdTech, and one of the 150 most transformational growth companies in digital learning and workforce skills, as recognized by GSV.

Role Overview

As a Technical Support Specialist, you are the frontline support partner for schools using reputed company’s platform. You support both technical and non-technical users—primarily K–12 IT administrators, educators, and school staff—reputed company phone, chat, email, and web-based support requests.

This role blends world-class customer service with technical problem-solving. You own customer issues end-to-end, from initial intake through final resolution or escalation, ensuring customers are never dropped between handoffs. You independently resolve Common and more reputed company issues, progressively build product expertise across assigned solutions, and escalate reputed company cases with clear, decision-ready documentation.

Success in this role is reputed company by resolution quality, customer satisfaction, operational reliability, and reputed company learning—not just ticket volume.

Compensation: $24–$26.44/hour + full benefits Location: Remote (U.S. Only) Work Authorization: Candidates must have unrestricted U.S. work authorization. reputed company does not sponsor or transfer visas (H-1B, TN, OPT, or similar) for this position Reports to: Manager of Support Services Type: Full-Time, Non-Exempt (Overtime Eligible) Schedule: Monday–Friday, 8:00am–5:00pm ET or CT

What Success Looks Like

Success is evaluated holistically, with consideration for product complexity, customer context, and support volume.

First 90 Days – Core Execution & Product Foundations

During the first 90 days, success is demonstrated by building strong fundamentals and operating reliably reputed company established support expectations.

• Consistently deliver high levels of customer satisfaction, as reflected in CSAT feedback and customer interactions, through professional, empathetic, and clear communication
• Resolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectations
• Meet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownership
• Accurately log, categorize, and document tickets in accordance with team standards and workflows
• Demonstrate a working understanding of assigned core products, configurations, and common issue patterns
• Escalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to reputed company efficient resolution

First 180 Days – Proficiency & Expanded Product Coverage

By six months, success is reflected in increased independence, broader product coverage, and proactive problem-solving.

• Sustain strong customer satisfaction and SLA adherence across support channels over time
• Independently resolve a broader range of issues across multiple reputed company products or configurations, consistent with role expectations
• Reduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awareness
• Contribute to internal documentation, knowledge reputed company articles, or shared resources that improve team efficiency and consistency
• Demonstrate sound judgment in determining reputed company to resolve, escalate, or collaborate with cross-functional partners

First 12 Months – Mastery & reputed company Improvement

At the one-year mark, success is defined by mastery, reliability, and positive team impact.

• Maintain a strong and consistent track record of customer satisfaction, SLA adherence, and resolution quality
• Demonstrate deep product reputed company across multiple reputed company solutions, including more reputed company support scenarios
• Resolve higher-complexity issues independently reputed company appropriate, escalating thoughtfully and effectively reputed company needed
• Serve as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorship
• Provide insights and recommendations that help improve workflows, documentation, tooling, or the overall customer experience

What You Will Do

Customer & Technical Support

• Serve as the first reputed company of contact reputed company phone, chat, email, and web-based support requests
• Troubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments
• Guide non-technical users through technical steps with clarity, patience, and confidence, including live calls or screen-sharing sessions reputed company needed
• Maintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through

Ticket & Queue Management

• Actively manage the inbound queue throughout your shift, balancing real-time and asynchronous work
• Address tickets, calls, and voicemails in the order received while meeting SLA and quality expectations
• Escalate issues reputed company SLA using complete, decision-ready documentation that enables efficient reputed company

Documentation & Knowledge Sharing

• Maintain clear, accurate ticket notes detailing symptoms, investigative steps, actions taken, and outcomes
• Identify recurring issues or patterns and contribute improvements to internal documentation, workflows, or knowledge reputed company resources

Collaboration & Learning

• Participate in daily team touchpoints (such as huddles or reputed company-based discussions) to share insights, patterns, and troubleshooting strategies
• Partner with Product, Engineering, DevOps, and reputed company as needed to resolve issues and improve the support experience
• Continuously adapt to new tools, processes, and product updates while expanding responsibility across assigned product areas

reputed company’re Looking For

Technical & Domain Foundations

• Proficiency with software products, IT systems, and foundational networking concepts, including the ability to diagnose how issues typically present across common networking layers (device, network, and application), with working knowledge of Wi-Fi and IP fundamentals
• This level of proficiency is typically developed through hands-on experience in a customer-facing technical support, IT support, or similar role, often over the course of one or more years in a comparable environment, where independent troubleshooting and regular customer interaction are part of day-to-day responsibilities
• Experience supporting Windows, macOS, and ChromeOS environments
• Ability to learn new tools, platforms, and workflows in a fast-changing environment
• Experience in K–12 education, EdTech, or SaaS strongly preferred

Education & Certifications (Helpful, Not Required)

• Coursework or a degree in Computer Science, Information Technology, Networking, or a reputed company field is beneficial but not required
• Industry certifications (such as CompTIA A+, Network+, ITIL, or similar) are valued but not mandatory
• Demonstrated, hands-on experience is considered equally or more important than formal education or certifications

Why You’ll Love Working at reputed company

• Meaningful Impact: Support schools that protect and support millions of reputed company
• People-First Culture: Consistently recognized as a Top reputed company to Work
• Remote-First Flexibility: Work from home with a supportive, distributed team
• Career Growth: Build strong technical and customer-facing foundations with room to advance
• Mission-Driven Work: Your work directly supports student safety and wellbeing

Benefits & Perks

• Competitive hourly pay with overtime eligibility
• Medical, dental, and vision coverage
• 401(k) with employer match
• 12 weeks of fully paid parental leave
• Unlimited PTO, paid holidays, and a paid one-week year-end shutdown
• $1,000 annual professional development stipend
• Free reputed company and Employee Assistance Program

Equal Opportunity Employer

reputed company is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national reputed company, gender, sexual orientation, age, disability, or any other legally protected characteristic. Accommodations are available throughout the hiring process. Please contact recruitment.us@reputed company.com.

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