Technical Implementation Specialist

Summary

Join Age of Learning's Customer Success team as a Technical Implementation Specialist! You will provide expert technical support to key accounts, acting as a trusted advisor and leading technical onboarding. This role requires strong communication and technical skills, including experience with data integration and edtech platforms. You will collaborate with internal teams and customers to resolve technical issues and improve the user experience. The position is remote but requires Texas residency near a major airport and involves up to 50% travel. Age of Learning offers competitive compensation and benefits, including health insurance, 401k matching, generous paid time off, and flexible work options.

Requirements

• Minimum 5+ years experience in technical customer support in a client-facing role
• Ability to travel to customer sites and team meetings up to 50% of the time, depending on the time of year
• This is a remote position but you must live in Texas near a major airport
• Demonstrated phone, email, communication, and presentation skills successfully supporting customers, particularly with technical questions
• Experience with Excel, SQL, and basic database concepts
• Solid knowledge of edtech rostering methods; previous knowledge of Clever or Class Link integration
• Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops
• Comfortable in a fast-paced and changing environment
• Ability to quickly learn new features and particulars of software applications
• Excellent communication skills (written and verbal) and demonstrated ability to work collaboratively with a high level of follow-through
• Ability to work with customers at all levels of technical expertise and provide support accordingly
• Must be self-directed and proactive
• Familiarity with case tracking and customer relationship management software (preferably Zendesk)

Responsibilities

• Own and drive the technical relationship with our customers
• Participate in pre-sales customer meetings with the school district’s highest technical team member, curriculum team, and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship
• Listen to customers to gain a deep understanding of their intended outcome, processes, system environments, and data infrastructure
• Own scheduling and facilitating technical onboarding meetings for our most strategic accounts
• Coordinate communications with all required stakeholders on crucial support cases and high-priority issues
• Collaborate with the Senior support team to solve technical challenges related to assigned accounts
• Create strategic relationships with key IT and technical stakeholders within our districts
• Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams
• Handle complex data integration cases, case escalations, and customer experiences
• Provide technical support to customers via phone, chat, email, video conferencing, and other channels
• Provide roster services and data integration support, AofL product support, networking, hardware/software, and other technical troubleshooting
• Think strategically about customer needs and partners with development teams to fix defects, new feature requests, improvements for the user experience, etc
• Be expert in the latest hardware, software, and networking technologies
• Continually improve technical and service skills as well as company knowledge of products and services
• Work closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
• Have a direct impact in making our customers successful through increasing their product understanding

Preferred Qualifications

Bachelor's degree in Education or Edtech experience

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions