Technical Support Engineer

AltSchool - San Francisco, California - Full time

About the role

AltSchool is looking for a Technical Support Engineer ready to grow her/his career as we scale our operations. We partner with schools and school districts across the country and you will lead our work to support our partner teachers. Specifically, you will design, manage and lead our user support and technical support processes. You’ll triage and troubleshoot issues and support requests from our teacher users, and coordinate with your Partner Success, Product, and Engineering colleagues to provide immediate and creative solutions and long-term product improvements. Additionally, you’ll often serve as the primary technical point of contact with our partners, liaising with school and district technology leaders as we ensure technical readiness and set up new environments. The ideal candidate will have the experience, competence, and enthusiasm to dive in headfirst to solve complex and exciting problems. This role reports to the VP of Partner Success.

About the team

As a member of the AltSchool Partner Success team you join a team of former educators, consultants, and technologists excited to work with a growing network of schools and districts. This fun, scrappy team is high-energy and thrives in the fast-moving and ever-changing worlds of start-ups and education. 

Responsibilities

-Build and lead a centralized user support process

-Design and implement a centralized web-based user support process able to process requests from dozens of partners and thousands of educators.

-Own Tier 1 and 2 support requests, escalating to partner success and engineering as necessary.

-Build systems that help us scale, including improved Help Center documentation and self-serve resources.

-Provide first line technical support across the organization

-Act as the primary communicator and coordinator for Service Disruptions (P0 issues).

-Utilize the AltSchool platform and tools to investigate reported issues. 

-Document solutions to internal and external knowledge-base.

-Submit well documented bugs and feature requests arising from customer submitted requests.

-Participate in weekend & evening on-call support rotation.

-Work directly with both engineering and partner success to understand and address user issues.Support new partner launches

-Engage with school and district technology leaders to assess their technical readiness and provide guidance and support as necessary to prepare them for a partnership.

-Assist in new partner environment configuration.

-Develop new systems and protocols internally to help us launch new partnerships at scale.Improve our systems and processes

-Observe current team and organizational processes and lead our work to improve our operations, both technical and non-technical. 

Skills and Requirements

-2-4 years experience in a Product Support, IT Support, or a similar function

-Experience troubleshooting and documenting software support requests

-Familiarity with G Suite-Basic understanding of modern, enterprise, wireless networking

-Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, ChromeOS)

-Experience with issue reporting and bug management systems (Zendesk, JIRA, etc).

-Good understanding of the technical fundamentals of the Internet, and SaaS platforms.

-Ability to explain issues and resolutions to both technical and non-technical people, both employees and customers.

-Excellent writing and communication skills with an attention to detail

-Ability to travel occasionally to partner schools and districts across the country

Bonus Points

-*nix Command Line experience

-Experience scripting/coding in Python

-K-12 experience (classroom or administration).

-Familiarity with Amazon AWS ecosystem.

-Experience/Understanding of Git-Experience configuring Zendesk automations and reports.

-Experience managing G Suite and Google Dev.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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