Customer Support Engineer (Raleigh, NC)

IXL Learning - Raleigh, NC - Full time

IXL Learning, a leading edtech company with products used by 7 million students worldwide, is seeking a Customer Support Engineer to join our growing team in Raleigh, NC. We are looking for an individual who is upbeat, customer-focused, analytical and has a technical mindset to work with our customers for rostering their students into the IXL program. The perfect individual will be proactive with customers with the ability to communicate effectively with all levels of technical and non-technical staff members regarding their data and importing their data into our systems. Our customers are educational institutions and their administrators and educational staff with varying levels of technical understanding. This position will be working closely with engineering, account management, product design and technical support teams within IXL.

The ideal candidate will have experience assisting customers with technologies used in K-12 education (e.g. student information systems, learning management systems, databases, SQL or Active Directory). This person must be well-organized and extremely personable. We are looking for a self-starter that will help support our rapidly growing customer base.

What You'll Be Doing

  • Offer ongoing and proactive support to customers via phone and email to support SIS (Student Information System) data integration between districts and IXL Learning, specifically roster set-up
  • Responsible for accurate and timely set-up and ongoing support of customer rosters
  • Troubleshoot with customers and consult with our engineering team for solutions to technical issues related to nightly file/data uploads and integrations
  • Investigate, diagnose and solve customer-reported data integration problems with a high level of customer satisfaction
  • Investigate nightly sync failures, diagnose and fix issues using internal tools
  • Provide expert knowledge of auto rostering process and protocols, and our ability to support district SIS integration
  • Facilitate Single Sign-On (SSO) set up
  • Support and troubleshoot SFTP problems with customers
  • Identify, analyze, and report product bugs and customer enhancement requests
  • Work closely with the account services, account management, sales and engineering teams throughout customer onboarding process to achieve a high level of customer satisfaction
  • Provide ongoing education to sales and support teams on auto rostering and SSO integration

What We're Looking For

  • BA/BS in Computer Science or a related field
  • 1-2 years in a customer facing web application/technical support role
  • Experience with databases, querying or scripting languages (SQL or other)
  • Working knowledge or experience with technologies used in K-12 education a plus (Student Information Systems, Learning Management Systems and Active Directory)
  • Exceptional critical thinking, research, and problem-solving skills to get to the root cause and proactively find solutions to technical issues
  • Detail-oriented, exceptionally organized and has an engineering mindset
  • Excellent analytical and diagnostic skills
  • Strong written and oral communication skills with the ability to communicate clearly with technical teams, school administrators and teachers
  • Effective teamwork and collaboration skills, energetic, mature, positive person who works well independently and with a team
  • Experience as a school or district coordinator, technical administrator or related position is a plus

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 400,000 teachers deliver personalized instruction, and empower over 7 million students to achieve new learning milestones every day.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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