Senior Technical Support Specialist, Khan Kids
New
K
Khan AcademyEdTech
Continental US + Hawaii + Canada OnlyFull-TimeSenior
Salary96800 - 147158 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Zendesk
Requirements
- 5+ years of experience in customer support, technical support, or a related field
- Hands-on experience with Zendesk or comparable support ticketing platform, including account configuration and management
- Experience supporting educational deployments including rostering platforms (e.g., Clever, ClassLink)
- Experience with mobile device management (e.g., JAMF, Mosyle)
- Experience with admin consoles (e.g., Google Admin, Apple School Manager) or demonstrated ability to learn complex technical ecosystems quickly
- Exceptional written and verbal communication skills
- Ability to explain technical concepts clearly to non-technical audiences
- Strong analytical mindset
- Comfortable using ticket data, trends, and user feedback to identify patterns and inform decisions
- Exceptional attention to detail and strong follow-through
- Self-starter who thrives with ownership and can manage multiple priorities
- Motivated by the Khan Academy mission
- Proven cross-cultural competency skills
- Collaborative team player
- Familiarity with the Khan Academy Kids app and product (nice to have)
- Familiarity with AI tools (e.g., Claude, Cursor) for content creation and support workflows (nice to have)
- Spanish language proficiency (nice to have)
Responsibilities
- Own our Zendesk account end-to-end, managing inbound tickets and configuring workflows, macros, and tagging taxonomies
- Define, track, and report on core support metrics, using data and AI tools to surface patterns and drive process improvements
- Surface, replicate, and document user-reported bugs and ticket trends, serving as the go-between for users and Product/Engineering teams
- Maintain and improve our Help Center and technical user guides, writing and updating support articles, FAQs, and troubleshooting guides
- Serve as first responder for user-facing incidents, coordinating with Engineering on triage and communicating status to users and partners
- Conduct regular testing of the Khan Kids app experience, including competitor analysis, to proactively surface friction points
- Support district rostering via Clever and manual methods, serving as a knowledgeable resource for district IT administrators
- Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed
- Collaborate with our District Success Team to write and maintain district-facing support resources
- Build and maintain positive relationships with district and school partners
- Partner with Product and Engineering to coordinate QA testing ahead of app updates, new features, and content launches
- Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes
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