Product Support Specialist

Job Summary

Product Support Specialist is a contract position that operates in a hybrid model, responsible for handling technical escalations, managing product workstreams, and providing insights for product improvements.

Key Responsibilities

• Reproduce reported issues and file actionable bug reports
• Own escalated tickets and schedule calls with customers as needed
• Contribute to the help center by writing and refreshing articles based on user feedback

Required Qualifications

• 2-4 years in a customer-facing technical support or product operations role in K-12 EdTech
• Strong technical aptitude, including familiarity with browser dev tools and basic SQL
• Ability to work independently and prioritize tasks in a dynamic environment
• Experience with managing public-facing help centers or similar platforms
• Familiarity with state academic standards or experience working with standards data is a plus