[Hiring] Senior Technical Support Specialist @Khan Academy

Role Description

The Senior Technical Support Specialist will serve as the primary owner of the Khan Academy Kids support function — the trusted first point of contact for our users and a strategic partner to our Product, Engineering, and Partnerships teams. This is a build role: you'll own the end-to-end support experience for Khan Kids — designing the systems and processes that make it run, while staying in the work yourself across everything from individual parent inquiries to district-level app deployments and product release readiness.

This role supports all of Khan Kids' audiences. You'll context-switch between a parent troubleshooting an app issue and a district IT admin navigating a Clever integration, and you'll bring the same care, technical fluency, and follow-through to both. You'll also serve as the internal voice of our users, surfacing trends and insights that directly inform how we build and improve our product.

This is a fully remote position open to candidates based in the US or Canada. Proximity to our San Mateo, CA office is a plus, as the Khan Kids Product and Engineering team is based there.

Key Responsibilities

• Grassroots User Support (~40%)
  • Own our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses.
  • Define, track, and report on core support metrics — including first response time, resolution time, and ticket volume.
  • Surface, replicate, and document user-reported bugs and ticket trends.
  • Maintain and improve our Help Center and technical user guides.
  • Serve as first responder for user-facing incidents.
  • Conduct regular testing of the Khan Kids app experience.
• Partner & District Support (~40%)
  • Support district rostering via Clever and manual methods.
  • Triage, test, and track technical support issues for district and school partners.
  • Collaborate with our District Success Team to write and maintain district-facing support resources.
  • Build and maintain positive relationships with district and school partners.
• Product Release Support (~20%)
  • Partner with Product and Engineering to coordinate QA testing ahead of app updates.
  • Maintain a close working relationship with the broader Khan Academy support team.

Qualifications

• 5+ years of experience in customer support, technical support, or a related field, ideally in an EdTech or consumer app environment.
• Hands-on experience with Zendesk or a comparable support ticketing platform.
• Experience supporting educational deployments — including rostering platforms and mobile device management.
• Exceptional written and verbal communication skills.
• Strong analytical mindset.
• Exceptional attention to detail and strong follow-through.
• A self-starter who thrives with ownership and can manage multiple priorities.
• Motivated by the Khan Academy mission.
• Proven cross-cultural competency skills.
• A collaborative team player.

Nice to haves

• Familiarity with the Khan Academy Kids app and product.
• Familiarity with AI tools for content creation and support workflows.
• Spanish language proficiency.
• Proximity to our San Mateo, CA office.

Benefits

• Competitive salaries.
• Ample paid time off as needed.
• 8 pre-scheduled Wellness Days in 2026.
• Remote-first culture.
• Generous parental leave.
• Opportunities to connect through affinity, ally, and social groups.
• 401(k) + 4% matching & comprehensive insurance.