Edtech.com's Summary

Anthology is hiring a Senior Technical Support I. The role involves analyzing, troubleshooting, and resolving incidents for Anthology's suite of products while delivering high-quality customer support and collaborating with various departments. The position also includes mentoring junior analysts and creating technical documentation to improve service quality.

Highlights

Owns customer accounts with a focus on customer-centric support
Investigates and resolves application issues, providing root cause analysis
Delivers technical and application training to team members
Communicates updates using incident tracking tools
Builds knowledge of database structure, configurations, and integrations
Escalates complex issues and partners with other departments for resolution
Creates and approves documentation including bug and enhancement requests
Mentors and trains junior support analysts
Requires bachelor's degree or equivalent experience and 5+ years in customer service
Strong skills in advanced SQL scripting, troubleshooting, higher education software, and Microsoft Office Suite
Compensation ranges from $79,000 to $118,000 annually based on experience

Senior Technical Support I Full Description

Technical Support, Senior I

Job Req: 4744
Community: Services
Location: United States
Date Posted: Jul 29, 2025
Remote Type: Remote

Job Description

Senior Technical Support I

Remote - United States

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology’s Client Services department consists of various specialized teams with a wide range of functions and responsibilities. The Senior Technical Support I is responsible for the analysis, troubleshooting, and resolution of incidents for the Anthology suite of products. This position involves working closely with other Client Services team members and Anthology departments to provide effective and high-quality technical and application support service. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting customers.

Primary responsibilities will include:

Account ownership and customer-centric mindset for any designated/assigned/signature customers
Investigating, resolving, and providing root cause analysis on reported application issues
Delivering technical and application training and best practices to department resources
Effectively communicating timely updates to customers through the appropriate incident tracking tools
Quickly establishing rapport and gaining and maintaining credibility with diverse audiences
Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
Escalating issues to management as appropriate
Partnering with other departments, when necessary, to ensure that incidents are resolved in an efficient and timely manner
Following established guidelines and industry best practices to resolve customer issues
Helping create Client Services documentation, including Knowledge Base articles
Serving as an escalation point for Level I and Level II analysts
Documenting, reviewing, and approving product bug and enhancement requests
Assisting assigned analysts with queue management and first response
Mentoring and training junior support analysts in the technical and procedural aspects of our products and operations

The Candidate:

Required skills/qualifications:

Bachelor's degree or equivalent work experience
At least 5 years of customer service experience
Strong working knowledge of higher education software packages and best practices
Ability to complete advanced scripting tasks in SQL for data analysis/troubleshooting purposes, including writing complex ad-hoc queries and creating/troubleshooting SQL views, stored procedures, and functions
Advanced troubleshooting, problem-solving, and analytical skills
Ability to effectively manage multiple assignments with a sense of urgency, structure, and attention to detail
Ability to identify opportunities for process improvement and make constructive suggestions for change
Ability to work both independently and as part of a team and communicate at all levels of the company
Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed
Proficient in Microsoft Office Suite
Fluency in written and spoken English

Pay range is 79,000-118,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Original Job Description

Technical Support, Senior I

Job Req: 4744
Community: Services
Location: United States
Date Posted: Jul 29, 2025
Remote Type: Remote

Job Description

Senior Technical Support I

Remote - United States

The Opportunity:

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Primary responsibilities will include:

Account ownership and customer-centric mindset for any designated/assigned/signature customers
Investigating, resolving, and providing root cause analysis on reported application issues
Delivering technical and application training and best practices to department resources
Effectively communicating timely updates to customers through the appropriate incident tracking tools
Quickly establishing rapport and gaining and maintaining credibility with diverse audiences
Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
Escalating issues to management as appropriate
Partnering with other departments, when necessary, to ensure that incidents are resolved in an efficient and timely manner
Following established guidelines and industry best practices to resolve customer issues
Helping create Client Services documentation, including Knowledge Base articles
Serving as an escalation point for Level I and Level II analysts
Documenting, reviewing, and approving product bug and enhancement requests
Assisting assigned analysts with queue management and first response
Mentoring and training junior support analysts in the technical and procedural aspects of our products and operations

The Candidate:

Required skills/qualifications:

Bachelor's degree or equivalent work experience
At least 5 years of customer service experience
Strong working knowledge of higher education software packages and best practices
Ability to complete advanced scripting tasks in SQL for data analysis/troubleshooting purposes, including writing complex ad-hoc queries and creating/troubleshooting SQL views, stored procedures, and functions
Advanced troubleshooting, problem-solving, and analytical skills
Ability to effectively manage multiple assignments with a sense of urgency, structure, and attention to detail
Ability to identify opportunities for process improvement and make constructive suggestions for change
Ability to work both independently and as part of a team and communicate at all levels of the company
Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed
Proficient in Microsoft Office Suite
Fluency in written and spoken English

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Senior Technical Support I

Edtech.com's Summary

Senior Technical Support I Full Description

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