Senior Technical Support Specialist, Integrations

New

Toronto, ONFull-TimeSenior

Salary not disclosed

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Job Details

2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industry
Practical experience working with APIs, JSON, HTTP protocols, and database queries (SQL)
Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth)
Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferred
Strong technical background with experience working closely with Product Managers or Engineers
Demonstrated ability to manage high-volume technical support operations
Excellent analytical skills with the ability to interpret data and drive informed decision-making

Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems
Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation
Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches)
Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators
Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users
Own the refinement of documentation and best practices for integrations
Analyze technical trends and customer feedback to provide insights and recommendations to Product Development
Support Sales Reps with active deals by joining customer calls as the SME
Provide technical support during peak periods by directly handling complex cases and high-priority user requests

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