Senior Technical Support Specialist

Are you a highly skilled technical expert with a passion for solving complex problems and providing exceptional customer service? Do you excel at troubleshooting escalated technical issues and bridging the gap between customer support and technical development teams? If so, this role is for you!

As a Senior Technical Support Engineer, you’ll play a critical role in our mission to keep kids safe in school, serving as the senior escalation point for complex technical challenges. You will be responsible for diagnosing and resolving advanced software issues, ensuring a seamless user experience, and minimizing downtime. Acting as a key liaison between customer support and development teams, you will provide in-depth technical troubleshooting, drive issue resolution, and contribute to product improvements. Your ability to translate intricate technical concepts into clear, actionable solutions will be essential in driving customer success.

NOTE: This position requires several days onsite each week at our Austin, Texas headquarters.

ABOUT THE ROLE 

• Communicate with customers to gather detailed information about software issues. 
• Handle escalated software issues from font line support, including bugs, environmental issues, and performance problems. 
• Analyze application logs, error codes, and system configurations to identify the root cause of software issues. 
• Diagnose more complex software, hardware, and network problems. 
• Replicate customer issues in a controlled environment for detailed analysis. 
• Work closely with product owners and developers for more complex incidents. 
• Escalate complex bugs or feature requests to the development team with comprehensive documentation, through the Dev Tracker process. 
• Case Management: Maintain accurate and up-to-date information in all cases, and update customers with approximate timelines on a consistent basis. 
• Communicate issues with the team, that are known, in order to streamline cases that need development attention. 
• Identify software defect trends, through incoming cases, to prioritize crucial software issues. 

ABOUT YOU 

The following knowledge, experience, skills, abilities, and key behaviors are preferred or required to perform this job:  

• Four-year degree or minimum 3 years of customer service experience or equivalent education and experience  
• Experience in K-12 Education or Education Technology preferred 
• Pleasant disposition with a customer service focus  
• Customer-obsessed; seeks to develop deep relationships with key customer stakeholders to become a strategic thought-partner  
• Able to set and manage customer expectations appropriately  
• Effectively operates with high-energy and flexibility in a fast-paced, constantly evolving team environment  
• Detail-oriented, self-motivated, resourceful, and reliable  
• Exceptionally strong verbal and written communication skills, both with internal teams and external entities  
• Ability to listen, think logically, strategically, and tactically to solve complex problems  
• Excellent organizational skills with the ability prioritize multiple competing objectives and tasks  
• Positive attitude with a can-do mentality that enables you to be resourceful and deliver results  
• Ability to manage time efficiently and effectively in a fast-paced, team environment   
• Analytical thinker with a talent for decomposing problems and generating scalable solutions  
• Outcome-driven engagement leader who anticipates and overcomes bottlenecks  
• Capable of ingesting and synthesizing complex data down to the key story elements to compel and sell to key stakeholders  
• Ability to deal with ambiguity and execute in gray areas not completely defined by the role  
• Collaborative and looking for a strong team-oriented and supportive environment  
• History of managing complex client organizations wit