Technical Support Specialist

Technical Support Specialist | On-Site in Austin, TX

WHO WE ARE

Edlink takes on some of the toughest problems in educational technology. We help turn bad data into good data to make it fast and easy for learning platforms to integrate with school data systems. Our API helps over 60 million people at 5,000 districts & universities get access to the various learning platforms they use.

We're a small startup located in Austin, Texas, but growing fast. We’re high-performing, and we tackle the problems that nobody else wants to take on. The ideal candidate will not just be an e mployee; they will be among the first few hires and will have the opportunity to contribute massively to the growth and direction of the organization as a whole.

WHAT YOU’LL BE UP TO

• Be the first line of defense and the first point of contact for all of our SMB clients
• Take charge of the support pipeline, coordinating internal conversations between Client Success, Engineering our clients and their customers.
• Provide support for live customer interactions (Slack, email, Google Meet) as well as email, managing interruptible work while prioritizing customer experience.
• Manage efficiently a backlog of cases in ticketing systems like Pylon.
• Escalate issues appropriately by collaborating with development team members to submit JIRAs and resolve API-related errors.
• Develop a deep understanding of our industry, our client personas, Edlink’s use-cases and our technology.
• Promote continuous improvement both internally and with clients in the areas of process improvement, response time, customer satisfaction and resolution time.
• Contribute to the vision and mission of Edlink by helping where you can. We are a fast-growing technology company and job requirements are subject to frequent changes.

WHO WE’RE LOOKING FOR

• 2 - 4 years of experience in SaaS support, integrations, implementation, technical account management, customer support, or similar work
• Understands APIs and can explain technical concepts in plain language
• Is comfortable troubleshooting customer workflows across multiple systems and platforms
• Can independently investigate issues by using documentation, testing, and asking focused questions
• Communicates clearly with customers and teammates, especially when technical details are involved
• Listens well, understands customer needs, and turns them into clear next steps
• Stays organized, calm, and detail-oriented when customer setups are unclear or complex
• Follows through without needing every step mapped out

Bonus

• Experience working at a Seed Series startup
• Has improved a process, customer workflow, or internal handoff after spotting a repeated issue

WHO THIS ROLE IS PERFECT FOR

• Miss being around someone other than your plants, pets and family every day? We're an in-office team only hiring in-office roles.
• Have a "non-traditional" background? Maybe you didn't go to college. Maybe you haven't worked in awhile. Maybe your most recent work experience doesn't translate well to a resume. We don't care. If you've got the skills and we believe you're on a good trajectory and just need a chance to run, you'll have a darn good shot at the role.

WHAT YOU’LL GET

Working at an early-stage startup is like getting an MBA. You'll get lots of attention, have lots of responsibility and also lots of autonomy.

• $65K - $80K D.O.E. + Equity (.2% - .5%)
• Generous PTO
• Weekly team lunches
• No bureaucracy
• Flexible working hours
• Health, Dental, and Vision Insurance Options
• Paid Parental Leave

Know someone that might be interested? https://jobs.ashbyhq.com/edlink?utm_source=r0ejDo4EzQ