[Hiring] Technical Support Engineer @Great Minds

Role Description

Reporting to the Manager, Technical Support and Escalations, the Technical Support Engineer will act as Tier II technical support within the digital organization team. This position will resolve technical issues escalated from customer-facing teams and will ensure the stability and improvement of our platform by collaborating across departments.

Responsibilities

• Troubleshoot and resolve technical support tickets escalated from the Tier I support team.
• Communicate issue status, known problems, and trends with Tier I/Success stakeholders.
• Conduct technical training sessions to enable quicker issue resolution by frontline support teams.
• Perform quality assurance on escalated tickets and identify coaching or process improvement opportunities.
• Collaborate with Product Engineering teams to stay informed on upcoming releases and feature changes.
• Document research and issue resolution procedures for knowledge sharing.
• Identify, reproduce, and escalate confirmed bugs to QA/Development workstreams.
• Perform initial rostering and error review/handling for new and returning customers each new school year.

Qualifications

• 1+ years of experience supporting or working with a customer-facing SaaS platform.
• Strong troubleshooting skills, including the ability to query relational databases, review logs, and analyze dashboards.
• Demonstrated ability to manage multiple tasks and prioritize incoming support requests.
• Professional verbal and written communication skills; this is a customer-facing role.
• Comfortable with cross-functional collaboration across engineering and customer support teams.

Preferred Qualifications

• AWS Cloud Practitioner certification or equivalent knowledge.
• Prior experience in the EdTech industry.

Required Education

• Bachelor's degree.

Status

• Full-time.

Location

• Remote.

Salary Information

The expected base salary range for this position is $57,000-$61,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.

Application Requirements

• A cover letter and resume are required to be considered for this position.
• New employees will be required to successfully complete a background check.

Equal Opportunity Employer

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.