Senior Technical Support Specialist
This is a fully remote position open to candidates based in the US or Canada.Full-TimeSenior
Salary96,800 USD - 147,158 CAD per year
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Job Details
- Languages
- Spanish
- Experience
- 5+ years
- Required Skills
- Technical supportCustomer supportZendesk
Requirements
- 5+ years of experience in customer support, technical support, or a related field.
- Hands-on experience with Zendesk or a comparable support ticketing platform.
- Experience supporting educational deployments (e.g., Clever, ClassLink).
- Experience with mobile device management (e.g., JAMF, Mosyle).
- Experience with admin consoles (e.g., Google Admin, Apple School Manager).
- Exceptional written and verbal communication skills.
- Strong analytical mindset.
- Exceptional attention to detail and strong follow-through.
- Ability to work collaboratively across Product, Engineering, and Partnerships teams.
Responsibilities
- Own our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews.
- Define, track, and report on core support metrics.
- Surface, replicate, and document user-reported bugs and ticket trends.
- Maintain and improve our Help Center and technical user guides.
- Serve as first responder for user-facing incidents — coordinating with Engineering on triage.
- Conduct regular testing of the Khan Kids app experience.
- Support district rostering via Clever and manual methods.
- Triage, test, and track technical support issues for district and school partners.
- Partner with Product and Engineering to coordinate QA testing ahead of app updates.
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