Lead Technical Support Specialist

Edlink•Austin, TX

3d•$73,000 - $95,000•Onsite

About The Position

Edlink is a growing startup in educational technology, focused on transforming messy data into useful data for learning platforms to integrate with school data systems. Our API is used by over 60 million people across 5,000 districts and universities. This is a builder role where the successful candidate will help rebuild the support function from the ground up. The role requires learning the product, asking questions, utilizing existing resources, and collaborating across teams. The company is located in Austin, Texas, and has 23 team members, with opportunities for significant contribution to the organization's growth and direction.

Requirements

4+ years of experience supporting software products (SaaS, APIs, etc.)
Clear, thoughtful communicator who can make customers feel heard and taken care of.
Proactive and organized, with a strong bias toward action.
Comfortable teaching yourself new systems, tools, and processes.
Willing to ask questions, find the right internal experts, and keep digging until you understand the answer.
Good at using written resources, past examples, and historical context to solve current problems.
Able to work through ambiguity without getting stuck.
Curious by nature and eager to develop deep product and industry knowledge.
Strong at listening, identifying what someone actually needs, and translating that into next steps.
Accountable: do what you say you’ll do, and when you don’t know something, say so and figure it out.
Excited by the idea of rebuilding a function, not just maintaining one.
Ability to operate with limited structure without waiting for direction.
Experience in support, sales, account management, operations, or a similar role requiring clear communication, problem-solving, and follow-through.
Ability to learn quickly, take ownership, and build as you go.

Nice To Haves

Passionate about scaling & building teams.

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 when needed.
Coordinate conversations across Client Success, Engineering, Finance, clients, and their customers.
Build a deep understanding of Edlink’s product, industry, clients, and technology usage.
Turn support patterns into clearer processes, better documentation, and stronger internal workflows.
Help 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 better serve clients.
Help customers maximize value from working with Edlink.
Contribute wherever possible, as the role will evolve with the company's growth.