Edlink
Technical Support Specialist
Edtech.com's Summary
- Serve as first point of contact for SMB clients and manage support communications.
- Coordinate support pipeline and collaborate across Client Success, Engineering, and customers.
- Provide live support via Slack, email, and Google Meet while prioritizing customer experience.
- Manage backlog of cases using ticketing system Pylon and escalate issues through JIRA.
- Develop strong knowledge of Edlink's technology, industry, and client personas.
- Promote continuous improvement in response time, processes, and customer satisfaction.
- Requires 2-4 years of experience in SaaS support, technical account management, or similar roles.
- Must understand APIs and explain technical concepts in plain language; troubleshoot across multiple systems.
- Compensation ranges from $65K to $80K DOE plus equity (0.2% - 0.5%), with benefits including PTO, health insurance, and paid parental leave.
- Ideal candidates are comfortable working on-site and may come from non-traditional backgrounds.
Technical Support Specialist Full Description
Technical Support Specialist | On-Site in Austin, TX
Who We Are:
Edlink takes on some of the toughest problems in educational technology. We help turn bad data into good 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 get access to the various learning platforms they use.
We're a small startup located in Austin, Texas, but growing fast. Weâre high-performing, and we tackle the problems that nobody else wants to take on. The ideal candidate will not just be an e mployee; they will be among the first few hires and will have the opportunity to contribute massively to the growth and direction of the organization as a whole.
What Youâll Be Up To:
Be the first line of defense and the first point of contact for all of our SMB clients
Take charge of the support pipeline, coordinating internal conversations between Client Success, Engineering our clients and their customers.
Provide support for live customer interactions (Slack, email, Google Meet) as well as email, managing interruptible work while prioritizing customer experience.
Manage efficiently a backlog of cases in ticketing systems like Pylon.
Escalate issues appropriately by collaborating with development team members to submit JIRAs and resolve API-related errors.
Develop a deep understanding of our industry, our client personas, Edlinkâs use-cases and our technology.
Promote continuous improvement both internally and with clients in the areas of process improvement, response time, customer satisfaction and resolution time.
Contribute to the vision and mission of Edlink by helping where you can. We are a fast-growing technology company and job requirements are subject to frequent changes.
Who Weâre Looking For
2 - 4 years of experience in SaaS support, integrations, implementation, technical account management, customer support, or similar work
Understands APIs and can explain technical concepts in plain language
Is comfortable troubleshooting customer workflows across multiple systems and platforms
Can independently investigate issues by using documentation, testing, and asking focused questions
Communicates clearly with customers and teammates, especially when technical details are involved
Listens well, understands customer needs, and turns them into clear next steps
Stays organized, calm, and detail-oriented when customer setups are unclear or complex
Follows through without needing every step mapped out
Bonus
Experience working at a Seed Series startup
Has improved a process, customer workflow, or internal handoff after spotting a repeated issue
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.
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.
$65K - $80K D.O.E. + Equity (.2% - .5%)
Generous PTO
Weekly team lunches
No bureaucracy
Flexible working hours
Health, Dental, and Vision Insurance Options
Paid Parental Leave
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