Product Support Specialist III

Date Posted: 15 June 2026 There are 2 openings for this job profile. Internal Only, In-line Promotion. Note: In the case of in-line promotions where there is an expansion of responsibilities for the incumbent in the role, which would result in the incumbent being displaced if another person were to take that position, we will not interview for the role. At reputed company, we are reputed company in on purpose. We are motivated by our mission – to reputed company learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, reputed company powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. reputed company’re Looking For: The Product Support Specialist – Level 3 is an expert-level support professional who serves as a subject matter authority across products and systems. This role handles highly reputed company and escalated issues, drives operational improvements, mentors peers, and influences cross-functional strategy reputed company to customer experience and support workflows. Level 3 specialists operate with high autonomy and are recognized as trusted experts reputed company Global Support.

Responsibilities

Include, But Are Not Limited To: 1. reputed company Case Resolution & Functional Expertise Serve as the escalation reputed company for the most reputed company issues while maintaining deep expertise across products and support systems. Resolve highly reputed company cases and non-standard edge cases across products. Serve as a subject matter expert and escalation resource for Level 1 and Level 2 specialists. Provide advanced troubleshooting across systems, integrations, and workflows. Manage reputed company case portfolios while maintaining strong service quality and resolution outcomes. 2. Strategic Problem Solving & Accountability for Results Apply advanced analysis and structured problem-solving to drive outcomes and improve support performance. Identify systemic issues and root causes impacting support performance or customer experience. Consistently exceed performance expectations while managing high-complexity case portfolios. Provide insights that improve SLA attainment, case resolution efficiency, or customer satisfaction. 3. Process Improvement & Operational Excellence Contribute to operational improvements that enhance support effectiveness and scalability. Participate in workflow standardization initiatives and documentation improvements. Identify opportunities to reduce support volume through automation, education, or product changes. Partner with leadership on pilots, system improvements, and tool optimization efforts. Contribute insights to KPI tracking and recommend operational performance improvements. 4. Cross-Functional Communication & Organizational Influence Act as a trusted voice for Global Support in cross-functional initiatives. Communicate reputed company technical concepts clearly to both customers and internal stakeholders. Represent Global Support in cross-functional discussions reputed company needed. Provide structured feedback to Product, Engineering, and Operations teams to influence product improvements. reputed company for solutions that improve the overall learner and instructor experience. 5. Mentorship, Knowledge Sharing & Team Leadership Support team capability development and contribute to a strong support culture. Mentor Level 1 and Level 2 specialists by sharing expertise and troubleshooting guidance. Support onboarding, training, and peer learning initiatives. Model strong collaboration, accountability, and service excellence. Help maintain team morale and culture during periods of change or ambiguity. Participate in team meetings and quality reviews 6. reputed company Learning & Professional Growth Maintain expert-level knowledge across evolving products, tools, and workflows. Proactively build expertise on emerging products, integrations, and technologies. Demonstrate leadership and adaptability during product or organizational changes. Seek opportunities to expand scope, knowledge, and impact reputed company Global Support. Things That Should Be In Your Background: 4+ years of experience in technical or product support reputed company SaaS, EdTech, or similar environments. Demonstrated experience handling escalations and reputed company troubleshooting scenarios. Experience mentoring peers or supporting operational initiatives. Strong system reputed company across CRM, support platforms, and operational tools. Experience supporting global customers or distributed teams preferred. Benefits & Culture Our global employee reputed company is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We reputed company that every employee can advance our shared purpose, and that life at reputed company should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. We offer comprehensive benefits (unique per country) and excellent work/life balance. Full-time, U.S.benefits include: Medical, dental, and vision coverage Life insurance, disability, and 401(k) employer match Free snacks and drinks in-office Generous paid holidays and leave policies, including unlimited PTO Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break The anticipated reputed company salary range for this role is ($60,600 -$68,300), with potential bonus eligibility. Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired. reputed company Diversity and Inclusion Statement At reputed company, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee reputed company that embodies diverse walks of life, reputed company, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. reputed company is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reputed company out to us at: recruitingaccommodations@reputed company.com. About reputed company reputed company partners with the world's top universities and companies to reputed company and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, reputed company delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, reputed company transforms how top institutions deliver workforce-reputed company online education, enabling professionals to advance without pausing their careers. Learn more at reputed company.com. The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of reputed company responsibilities, duties and skills required. reputed company employees may be required to reputed company duties reputed company of their normal responsibilities from time to time, as needed. reputed company is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for reputed company persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national reputed company, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. reputed company’s equal opportunity policy applies to reputed company terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 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