Edlink
Lead Technical Support Specialist
Edtech.com's Summary
- Serve as the first contact for incoming support issues and manage the support pipeline from intake to resolution.
- Troubleshoot integration and API problems, recreate customer-reported behaviors, and gather necessary information.
- Coordinate communication between Client Success, Engineering, Finance, clients, and customers.
- Develop a deep understanding of Edlink’s products, clients, and the educational technology industry.
- Create clearer processes, better documentation, and improve support workflows based on repeated patterns.
- Support over 60 million users across 5,000 districts and universities in educational technology.
- Required experience includes 4+ years supporting software products such as SaaS and APIs.
- Strong communication skills, proactive problem-solving, and ability to work independently are essential.
- Compensation ranges from $73K to $95K base pay, plus equity, with additional benefits including generous PTO, health insurance options, and paid parental leave.
- Role is in-office at Austin, Texas, emphasizing a candidate passionate about scaling teams and comfortable with evolving responsibilities in a startup environment.
Lead Technical Support Specialist Full Description
Lead Technical Support Specialist, APIs & Integration
Who We Are:
Edlink takes on some of the toughest problems in educational technology. We help turn messy data into useful data to make it fast and easy for learning platforms to integrate with school data systems. Our API helps over 60 million people at 5,000 districts & universities use and access their learning platforms.
We're a small startup located in Austin, Texas (23 team members), but growing fast. The ideal candidate will not just be an employee; they will have the opportunity to contribute massively to the growth and direction of the organization as a whole.
What Youâll Be Up To:
This is a builder role. Youâll be joining at a moment when our support function is getting a hard reset, and youâll help rebuild it from the ground up.
You wonât be handed a polished training program or a perfectly documented playbook. Youâll need to learn the product, ask good questions, use the written resources we already have, dig through historical context, and work across teams to find the information you need. Weâll support you, but we wonât micromanage you.
In this role, you will:
Serve as the first point of contact for incoming support issues and help create a strong first impression of Edlink.
Own the support pipeline from intake through resolution, making sure issues are understood, prioritized, and followed through.
Gather information, triage issues, troubleshoot integration & API problems, and recreate customer-reported behavior when needed.
Coordinate conversations across Client Success, Engineering, Finance, our clients, and their customers.
Build a deep understanding of Edlinkâs product, our industry, our clients, and the ways our technology is used.
Turn messy or repeated support patterns into clearer processes, better documentation, and stronger internal workflows.
Help improve response times, customer satisfaction, resolution times, and the overall support experience.
Participate in strategy and planning conversations with the Growth team, especially where support insights can help us serve clients better.
Help customers get as much value as possible from working with Edlink.
Contribute wherever you can. We are a small, fast-growing company, and the role will evolve as the company does.
Who You Are
You are someone who can operate with limited structure without waiting around for someone else to tell you what to do.
You may have experience in support, sales, account management, operations, or another role where you had to communicate clearly, solve problems, and follow through. What matters most is that you can learn quickly, take ownership, and build as you go.
Youâre a strong fit if youâre:
4+ years of experience supporting software products (SaaS, APIs, etc.)
A clear, thoughtful communicator who can make customers feel heard and taken care of.
Proactive and organized, with a strong bias toward action.
Comfortable teaching yourself new systems, tools, and processes.
Willing to ask questions, find the right internal experts, and keep digging until you understand the answer.
Good at using written resources, past examples, and historical context to solve current problems.
Able to work through ambiguity without getting stuck.
Curious by nature and eager to develop deep product and industry knowledge.
Strong at listening, identifying what someone actually needs, and translating that into next steps.
Accountable. You do what you say youâll do, and when you donât know something, you say so and figure it out.
Excited by the idea of rebuilding a function, not just maintaining one.
Who This Role is Perfect For:
Miss being around someone other than your plants, pets and family every day? We're an in-office team only hiring in-office roles.
Have a "non-traditional" background? Maybe you didn't go to college. Maybe you haven't worked in awhile. Maybe your most recent work experience doesn't translate well to a resume. We don't care. If you've got the skills and we believe you're on a good trajectory and just need a chance to run, you'll have a darn good shot at the role.
Passionate about scaling & building teams? This role needs someone whoâs excited to dig into building an environment where our company can help clients succeed.
What Youâll Get:
Working at an early-stage startup is like getting an MBA. You'll get lots of attention, have lots of responsibility and also lots of autonomy.
$73K - $95K base pay + equity
Generous PTO
Catered Friday team lunches
No bureaucracy
Flexible working hours
Health, Dental, and Vision Insurance Options
Paid Parental Leave
Similar Jobs
Statistical & Research Analyst
University of South Carolina
🇺🇸 Aiken, SC
Instructional Technology Specialist, Penn State Great Valley
Pennsylvania State University
🇺🇸 Remote - US
Integration Developer (Smartsheet)
Western Governors University
🇺🇸 Salt Lake City, UT
Application Developer, EAS
University at Buffalo
🇺🇸 Buffalo, NY
IT Support Specialist I
The University of Texas at Dallas
🇺🇸 Richardson, TX
