Senior Technical Support Specialist, Khan Kids

Khan Academy•San Mateo, HI

1d•Remote

About The Position

The Senior Technical Support Specialist will be the primary owner of the Khan Academy Kids support function, acting as the first point of contact for users and a strategic partner to Product, Engineering, and Partnerships teams. This role involves designing and managing the end-to-end support experience, including systems and processes, while also handling individual parent inquiries, district-level app deployments, and product release readiness. The specialist will support all Khan Kids audiences, switching between troubleshooting app issues for parents and assisting district IT admins with integrations. They will also serve as the internal voice of users, providing insights to inform product development. This is a fully remote position open to candidates in the US or Canada.

Requirements

5+ years of experience in customer support, technical support, or a related field, ideally in an EdTech or consumer app environment.
Hands-on experience with Zendesk or a comparable support ticketing platform, including account configuration and management.
Experience supporting educational deployments, including rostering platforms (e.g., Clever, ClassLink), mobile device management (e.g., JAMF, Mosyle), and admin consoles (e.g., Google Admin, Apple School Manager), or a demonstrated ability to learn complex technical ecosystems quickly.
Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
Strong analytical mindset — comfortable using ticket data, trends, and user feedback to identify patterns and inform decisions.
Exceptional attention to detail and strong follow-through.
A self-starter who thrives with ownership and can manage multiple priorities in a fast-moving environment.
Motivated by the Khan Academy mission “to provide a free world-class education for anyone, anywhere."
Proven cross-cultural competency skills demonstrating self-awareness, awareness of other, and the ability to adopt inclusive perspectives, attitudes, and behaviors to drive inclusion and belonging throughout the organization.
A collaborative team player who works well across Product, Engineering, and Partnerships teams.

Nice To Haves

Familiarity with the Khan Academy Kids app and product.
Familiarity with AI tools (e.g., Claude, Cursor) for content creation and support workflows.
Spanish language proficiency.
Proximity to our San Mateo, CA office.

Responsibilities

Own the Zendesk account end-to-end, managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses.
Configure workflows, macros, and tagging taxonomies to efficiently handle growing ticket volume.
Define, track, and report on core support metrics (e.g., first response time, resolution time, ticket volume) using data and AI tools to identify patterns and drive process improvements.
Surface, replicate, and document user-reported bugs and ticket trends, acting as a liaison between users and Product/Engineering teams.
Maintain and improve the Help Center and technical user guides, including support articles, FAQs, troubleshooting guides, release notes, and device-specific resources.
Serve as the first responder for user-facing incidents, coordinating with Engineering on triage, communicating status updates, and documenting post-mortems.
Conduct regular testing of the Khan Kids app experience and perform competitor analysis to proactively identify friction points.
Support district rostering via Clever and manual methods, assisting district IT administrators with app deployment and setup.
Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed.
Collaborate with the District Success Team to create and maintain district-facing support resources.
Build and maintain positive relationships with district and school partners.
Partner with Product and Engineering to coordinate QA testing for app updates, new features, and content launches.
Develop corresponding support resources for users and partners in preparation for product releases.
Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes.