Technical Support Lead

United States · Full-time · Intermediate

About The Position

Our Story


Welcome to Amplio! We are a global EdTech company that helps students with special needs meet their potential. Developed in partnership with parents, academia, and special education experts, our digital platform equips students with individualized, evidence-based interventions, closing learning gaps to amplify progress.


Since our solution was launched in 2019, Amplio has helped tens of thousands of students. We partnered with some of the United States’ largest school districts, K-12 providers, and other state-level agencies. Fueled by our unwavering commitment to help all special needs students, we have grown over 10x in the last few years, and have no intention of slowing. If you are ambitious, believe in our mission, and thrive in fast-paced, high-energy environments, we invite you to apply!

 


Role Overview


We are seeking a Technical Support Lead to serve as the primary point of contact for troubleshooting and resolving customer support questions and concerns, including tier-1 through tier-3 tickets. In partnership with our product, development, and post-sales teams, this person will help to ensure successful platform implementations and onboarding for our newest customers, as well as reliable technical support and product education for all our users, including educators, therapists, and students nationwide.

 


Reports to: Vice President of Pedagogy


Responsibilities and Duties


  • Directly support platform implementation for new school districts
  • Lead resolution for support tickets pertaining to both technical issues and incorrect product use
  • Employ a hands-on approach to resolving a range of product bugs and issues, from tier 1 through tier 3, collaborating with our product and R&D teams to diagnose and resolve tickets as needed
  • Engage customers with a proactive and technically thorough approach that seeks to fully diagnose and resolve product issues in a way that prevents recurrence and maximizes satisfaction
  • Provide both on-site and remote support to clients, as needed
  • Support the development and implementation of standardized processes and procedures that optimize successful platform implementations and contribute to year over year renewals
  • Draft user guides and educational support documentation based on customer need
  • Deliver continuous support and education to customers to ensure optimal use of our platform and overwhelming success with student progress
  • Develop and maintain extraordinary relationships with new and existing customers
  • Other duties as assigned by management


Qualifications


  • 3+ years of experience in SaaS client support, including EdTech SaaS products
  • Experience troubleshooting technical issues at the tier 3 level and below
  • Track record of successfully educating and supporting new clients with platform implementations
  • Experience with Devtools, Sentry, and/or DataDog is a big plus!
  • Knowledge of API calls and SQL are also strongly preferred!
  • Potential to manage a small team of support specialists as we continue to scale
  • Willingness to travel domestically to support clients, and internationally to Israel to collaborate with our product and R&D teams


Compensation and Benefits


  • Competitive salary and runway for growth
  • Comprehensive Medical, Dental, and Vision Insurance
  • 401k with a 4% employer match, fully vested from day one!
  • Options for stock equity within the company!
  • 31 total days off: 21 days of PTO + 8 fixed holidays and 2 floating holidays
  • Fully remote work environment with flexible schedules available
  • The ability to collaborate with a mission-driven team to make an immediate impact!

 


Amplio Learning is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. 

 


This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. 

 


The compensation information listed on this job description is a good faith estimate for this position only, estimated based on national averages for what a successful applicant might be paid. Amplio Learning recruits nationally for most roles, including this one, and final offers within the listed salary range will be determined individually based on location, experience, and qualifications.


At this time we are unable to offer H1B sponsorship opportunities.

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