Technical Support Specialist

Edlink•Austin, TX

13d•Onsite

About The Position

Edlink is a growing startup in Austin, Texas, focused on solving complex problems in educational technology by improving data integration between learning platforms and school data systems. Our API impacts millions of users across thousands of districts and universities. As one of the early hires, the Technical Support Specialist will play a crucial role in the company's growth and strategic direction, tackling challenging issues in the EdTech space.

Requirements

2-4 years of experience in SaaS support, integrations, implementation, technical account management, customer support, or a similar role.
Understanding of APIs and the ability to explain technical concepts clearly to non-technical audiences.
Comfortable troubleshooting customer workflows across multiple systems and platforms.
Ability to independently investigate issues using documentation, testing, and targeted questioning.
Clear communication skills with customers and teammates, particularly when dealing with technical details.
Strong listening skills to understand customer needs and translate them into actionable steps.
Ability to remain organized, calm, and detail-oriented when faced with unclear or complex customer setups.
Proactive follow-through without requiring explicit step-by-step instructions.

Nice To Haves

Experience working at a Seed Series startup.
Proven track record of improving a process, customer workflow, or internal handoff after identifying a recurring issue.

Responsibilities

Serve as the primary point of contact for SMB clients, acting as the first line of defense for support inquiries.
Manage the support pipeline, coordinating communication between Client Success, Engineering, clients, and their customers.
Provide support for live customer interactions via Slack, email, and Google Meet, while also managing email correspondence.
Efficiently manage a backlog of cases using ticketing systems such as Pylon.
Escalate issues to the development team by creating JIRAs and resolving API-related errors.
Develop a comprehensive understanding of the industry, client personas, Edlink's use cases, and the company's technology.
Drive continuous improvement in process, response time, customer satisfaction, and resolution time, both internally and with clients.
Contribute to Edlink's vision and mission, assisting wherever needed in a fast-paced startup environment where job requirements may change frequently.