Lead Technical Support Specialist

Edlink•Austin, TX

2d•Onsite

About The Position

Edlink is a growing startup in the educational technology sector, focused on transforming messy data into usable data for learning platforms to integrate with school data systems. Our API serves over 60 million users across 5,000 districts and universities. We are a small team of 23 members located in Austin, Texas, and are seeking an individual who can significantly contribute to the organization's growth and direction. This is a unique opportunity to rebuild our support function from the ground up, requiring initiative, problem-solving skills, and cross-functional collaboration. We offer support but avoid micromanagement, encouraging self-learning and proactive engagement with product, industry, and client needs.

Requirements

4+ years of experience supporting software products (SaaS, APIs, etc.)
Clear, thoughtful communication skills to make customers feel heard and cared for.
Proactive and organized with a strong bias toward action.
Comfortable teaching yourself new systems, tools, and processes.
Willingness to ask questions, find internal experts, and persist until answers are found.
Ability to use written resources, past examples, and historical context to solve current problems.
Capacity to work through ambiguity without getting stuck.
Curiosity and eagerness to develop deep product and industry knowledge.
Strong listening skills to identify needs and translate them into next steps.
Accountability: doing what you say you will do, and admitting when you don't know something while figuring it out.
Excitement about rebuilding a function, not just maintaining it.

Nice To Haves

Experience in support, sales, account management, or operations roles requiring clear communication, problem-solving, and follow-through.
Passion for scaling & building teams.
Ability to operate with limited structure and take initiative without waiting for direction.

Responsibilities

Serve as the first point of contact for incoming support issues and create a strong first impression of Edlink.
Own the support pipeline from intake through resolution, ensuring issues are understood, prioritized, and followed through.
Gather information, triage issues, troubleshoot integration & API problems, and recreate customer-reported behavior.
Coordinate conversations across Client Success, Engineering, Finance, clients, and their customers.
Build a deep understanding of Edlink’s product, industry, clients, and technology usage.
Transform recurring support patterns into clearer processes, better documentation, and stronger internal workflows.
Improve response times, customer satisfaction, resolution times, and the overall support experience.
Participate in strategy and planning conversations with the Growth team, leveraging support insights to enhance client service.
Help customers maximize their value from working with Edlink.
Contribute to the evolving needs of a small, fast-growing company.