Customer Support Engineer
School Loop (www.schoolloop.com), a successful, mission-driven software company serving K-12 school districts, is hiring a Customer Support Engineer. School Loop makes an integrated suite of communications services for K-12 districts and schools, including websites, mobile apps, and learning management tools. These systems save teachers time and help students stay in school and on track.
You will be joining a team widely regarded among our customers as providing the best support in the universe. From our CEO and Founder through everyone in the company, we have a strong commitment to support that is fast, accurate and empathetic. Great support can make the difference in a kid’s academic success, or in keeping a struggling teacher at their job. Our hallmark is providing support via short on-the-fly custom videos. Here’s an example.
School Loop serves K-12 districts in the U.S., and the nature and volume of support follows the ebbs and flows of the school year. We are based in San Francisco with offices near Union Square, but we primarily work from home. While we have accounts in 30 states, most are in California.
The Customer Support Engineer provides direct product support to several types of users with varying technical skills. Support is provided by email and occasionally by phone. Beyond handling day-to-day related support requests, complex technical issues include data integration problems and a variety of teacher gradebook-related puzzles. In the near future, the rollout of our upgraded content management system will generate thorny CSS and html-related challenges.
This is a great job for someone with a curious mind who loves to help people resolve technical problems, who enjoys challenges, who is excited by interacting with a diverse group of people and in making a difference in people’s lives each and every day.
- Resolve a high volume of customer-reported issues primarily through a ticket management system (Zendesk), including escalations of complex problems.
- Identify, test and accurately report software bugs to the Development team.
- Create and maintain internal and customer-facing support documentation.
- Analyze and solve problems across a variety of domains including data management, data integration, partner services, UX/UI, and end-user caused issues.
- Communicate in a clear, efficient, and empathetic manner with users who possess varying levels of technical ability including students, teachers, webmasters and system administrators, with a high level of empathy and accuracy.
- Prioritize user requests balancing complex tradeoffs between problems of scale, problems that affect one teacher but are impacting many of their students, problems that impact the public reputation of a district, and ones that could affect renewal for high priority accounts.
- Apply intermediate to advanced skills in web technologies including HTML, CSS and content management systems to support district webmasters.
- Support and troubleshoot software integrations that rely on a wide variety of technologies including: LDAP, VB scripts, Windows Tasks, Cron Jobs, APIs, flat data files, SQL database drivers, batch files, VPN connections, and DNS records.
- Write user-friendly technical documentation explaining new product features including how-to guides and knowledge base articles for different audiences.
- Quickly and easily produce informative, short videos and screen captures using Jing and Screencast-O-Matic for users and developers.
- 4+ years of work experience in a technical customer-facing role, ideally in Ed Tech, an academic environment or similar, or as part of a customer support team.
- Familiarity with incident/ticket management systems like Zendesk, Desk.com or similar.
- Familiarity with Google Apps for Education desirable.
- Some experience writing scripts in shell or Python is desirable.
You have an uncanny ability to solve technical problems because you think it’s fun, know how to read between the lines, and can’t sleep until they’re solved. Although you are not a software developer, database engineer, or UX/Web designer you think like one and have probably dabbled in some of these areas. Above all, you love helping people.
What it’s like to work at School Loop in this role
We like to think of ourselves as the world’s oldest start-up. We’re lean, nimble, customer-centric, and agile. We believe deeply in our mission: We love helping teachers save time, kids get better grades, and parents keep their cool. Maybe that’s because we are teachers, parents, and kids at heart. Working from home isn’t for everyone, but we all love it. You will need to work independently, collaborate with colleagues from afar, and be happy without the full social experience of an office.
What we offer
- Competitive salary based on experience.
- Flexible location – anywhere in the U.S., though most of our customers are in California.
- Full suite of benefits including health and dental, options and 401K and vacation time.
- All expenses regarding home office, equipment and services are covered.
How to apply
Send your resume to firstname.lastname@example.org, highlighting your relevant experience and skills and explaining why you want this job.