Technical Support Specialist - Remote

Overview

Kiddom is a groundbreaking educational platform that promotes student equity and growth by uniting high-quality instructional materials with dynamic digital learning. Through unparalleled curriculum management functionality, Kiddom empowers schools and districts to take ownership of their curriculum – resulting in learning experiences tailored to meet the unique needs and goals of local communities. Kiddom’s high-quality curriculum is layered with robust teacher and leader data insights to drive the continuous improvement of instructional decisions, school/district programming, and professional learning.

In Short

• Provide advanced technical support for escalated issues from Tier 1 support teams.
• Troubleshoot and resolve complex technical problems via email, chat, phone, or remote sessions.
• Work closely with Product, Engineering, and Tier 3 Support teams to resolve critical issues.
• Identify, document, and escalate recurring issues or system bugs to the appropriate teams.
• Maintain detailed case logs and customer interactions in the support system.
• Assist in creating and updating knowledge base articles, FAQs, and technical documentation.
• Conduct root cause analysis and recommend process improvements.
• Train and mentor Tier 1 support representatives as needed.
• Ensure timely follow-up with customers to confirm issue resolution.

Requirements

• 2+ years of experience in a technical support or help desk role, preferably in a Tier 2 capacity.
• Strong troubleshooting skills with a customer-first mindset.
• Proficiency in relevant technologies, software, or systems used.
• Experience with CRM and ticketing systems (e.g., HelpScout, Salesforce, Jira, etc.).
• Experience with auto-rostering (Clever, ClassLink, Google Classroom).
• Excellent written and verbal communication skills.
• Ability to work independently and in a fast-paced team environment.
• Strong analytical and problem-solving abilities.
• Experience working with cross-functional teams to resolve technical issues.

Benefits

• Competitive salary.
• Meaningful equity.
• Health benefits: medical (various PPO/HMO/HSA plans), dental, vision, disability and life insurance.
• 10 paid sick days per year.
• Unlimited vacation time policy (subject to internal approval). Average use 4 weeks off per year.
• Paid family leave for eligible employees.