Senior Technical Support Specialist, Khan Kids

Khan Academy•San Mateo, CA

23h•Remote

About The Position

The Senior Technical Support Specialist will serve as the primary owner of the Khan Academy Kids support function — the trusted first point of contact for our users and a strategic partner to our Product, Engineering, and Partnerships teams. This is a build role: you'll own the end-to-end support experience for Khan Kids — designing the systems and processes that make it run, while staying in the work yourself across everything from individual parent inquiries to district-level app deployments and product release readiness. This role supports all of Khan Kids' audiences. You'll context-switch between a parent troubleshooting an app issue and a district IT admin navigating a Clever integration, and you'll bring the same care, technical fluency, and follow-through to both. You'll also serve as the internal voice of our users, surfacing trends and insights that directly inform how we build and improve our product. This is a fully remote position open to candidates based in the US or Canada. Proximity to our San Mateo, CA office is a plus, as the Khan Kids Product and Engineering team is based there.

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 — not just day-to-day use.
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 our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses, while also configuring workflows, macros, and tagging taxonomies to handle growing volume efficiently.
Define, track, and report on core support metrics — including first response time, resolution time, and ticket volume — using data and AI tools to surface patterns, drive process improvements, and bring structured insights to Product and Engineering.
Surface, replicate, and document user-reported bugs and ticket trends, serving as the go-between for users and the Product and Engineering teams to ensure issues are tracked, resolved, and informing the roadmap.
Maintain and improve our Help Center and technical user guides — writing and updating support articles, FAQs, troubleshooting guides, release notes, and device-specific resources (e.g., Google Admin Console guides for Chromebook deployments) — leveraging AI tools for efficient content creation.
Serve as first responder for user-facing incidents — coordinating with Engineering on triage, communicating status to affected users and partners, and documenting post-mortems.
Conduct regular testing of the Khan Kids app experience, including structured competitor analysis of peer apps, to proactively surface friction points and keep support content accurate as the product evolves.
Support district rostering via Clever and manual methods, serving as a knowledgeable resource for district IT administrators navigating app deployment and setup.
Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed to resolve complex issues.
Collaborate with our District Success Team to write and maintain district-facing support resources, ensuring partners have what they need to successfully deploy and scale Khan Kids in their schools.
Build and maintain positive relationships with district and school partners, ensuring a high level of satisfaction and long-term engagement.
Partner with Product and Engineering to coordinate QA testing ahead of app updates, new features, and content launches — and develop corresponding support resources so users and partners are prepared from day one.
Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes.

Benefits

Competitive salaries
Ample paid time off as needed
8 pre-scheduled Wellness Days in 2026 occurring on a Monday or a Friday for a 3-day weekend boost
Remote-first culture - that caters to your time zone, with open flexibility as needed, at times
Generous parental leave
An exceptional team that trusts you and gives you the freedom to do your best
The chance to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
Opportunities to connect through affinity, ally, and social groups
401(k) + 4% matching
Comprehensive insurance, including medical, dental, vision, and life