Subject Matter Expert, CompTIA Products

Nectar Inc

7d

About The Position

Alchemy is seeking a Subject Matter Expert to maintain certification content for CompTIA. Learners and instructors report issues through a support queue; the expert reviews each report, determines whether it is a genuine content defect, and resolves it or routes it to the appropriate team. This is reactive maintenance work across live certification products, not new-content development.

The role involves reviewing assigned tickets and reported content issues, validating them against CompTIA exam objectives and source material, and resolving or escalating tickets within a three-day response window. The expert provides clear, evidence-based written findings, flags lab and courseware defects for engineering follow-up (including raising Jira tickets where appropriate), and promptly alerts the project manager if a ticket cannot be reviewed on time so it can be reassigned. The role also identifies recurring ticket types that could be handled earlier in the support chain.

Requirements

• Hold current CompTIA certifications in good standing across more than one product; breadth across the catalogue matters more than depth in a single product.
• Have working familiarity with CompTIA exam objectives and the ability to assess reported items against them.
• Have hands-on technical competence sufficient to verify reported defects independently.
• Have clear written English for producing determinations read by client stakeholders.
• Be reliably available within the three-day response window and communicate early when unable to meet it.

Nice To Haves

• Zendesk experience or familiarity with a ticket queue; training can be provided.
• Experience with hands-on lab environments and common failures, such as expired credentials or licence keys.
• Jira familiarity.
• Prior work as a certification item writer, reviewer, or technical editor.
• Instructional or training delivery experience on any of the listed CompTIA products.

Responsibilities

• Review and verify reported content issues in the ticket queue, working from assigned tickets.
• Determine whether a reported item is a genuine error, a learner misunderstanding, or an issue belonging to another team, and resolve or escalate it accordingly.
• Resolve or escalate assigned tickets within the three-day response window.
• Write clear, evidence-based explanations of findings, referencing relevant exam objectives or source material.
• Flag lab and courseware defects for engineering follow-up, including raising Jira tickets where appropriate.
• Tell the project manager promptly when unable to review a ticket in time so it can be reassigned.
• Identify recurring ticket types that could be handled earlier in the support chain.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed