Technical Support Specialist

Summary

Join Faria Education Group's Services & Support team as a Technical Support Specialist based in Kraków or remotely in Poland. Serve as a bridge between internal teams and school customers, providing advanced technical support and consultation across the education technology product suite. Work closely with various teams to resolve complex issues, deliver technical guidance, and improve internal systems and support workflows. This role is ideal for experienced professionals with excellent communication skills and a passion for educational technology. It combines day-to-day support with strategic collaboration and technical leadership. Help schools succeed through technology and work with a global, mission-driven team.

Requirements

• Strong written and verbal communication skills in English
• Comfortable engaging with senior school leadership and ICT stakeholders
• Solid understanding of APIs, integrations, and education technology environments
• Familiarity with AI tools and their use in customer support or operations
• Intermediate Excel skills, including VLOOKUPs, pivot tables, and basic macros
• Experience formatting, cleansing, and validating data for implementation
• Basic SQL knowledge and understanding of relational databases
• Familiarity with analytics, dashboards, and tools like Power BI
• Proficiency with support and success tools such as: Jira, Confluence, Zendesk, ClickUp, Salesforce, Planhat, Google Suite, Postman, Azure Web Services
• Passion for training, documentation, and improving team processes

Responsibilities

• Resolve complex issues, including integrations, SSO and API-related queries
• Conduct technical consultations with school leadership and IT/ICT Directors
• Contribute to internal AI-driven initiatives and automation strategies
• Support and upskill frontline support staff through training and best practices
• Maintain and improve technical documentation and external developer guides
• Support third-party platform integrations and related customer requests
• Assist in the technical implementation of Spotlight & Faria products
• Serve as the escalation point for complex support issues from internal teams

Preferred Qualifications

• 3–5 years of experience in school IT, technical support, or EdTech implementation
• Experience as a Tech/IT/ICT Lead at an international school is strongly desired
• Experience working with K–12 international schools or school information systems (SIS)
• Familiarity with Faria products (ManageBac+, OpenApply, SchoolsBuddy, Atlas) a strong plus
• Demonstrated self-learning and troubleshooting ability in technical environments
• Familiarity with web applications and SaaS (Software-as-a-Service) business models
• Ukrainian or Mandarin language skills are a plus (but not required)
• Flexibility to work from our Krakow office or remotely in Poland

Benefits

• Competitive salary and opportunities for career development (B2B)
• Comprehensive medical coverage by LuxMed
• We support work/life balance and offer generous Annual leave and Public Holidays
• Faria encourages team members to lead healthy lifestyles and provides recurring monthly Health and Wellness benefits
• We encourage continued education, and we provide an online learning platform, unlimited book purchases, and diverse internal and external training programs
• Friendly atmosphere, group activities, and corporate events
• MacBook Pro or another laptop of your specification, peripherals, and displays included
• Small but cozy office in Krakow for your convenience or remote work in Poland