Technical Support Specialist

Edlink•Austin, TX

11d•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. Their API serves millions of users across thousands of districts and universities. As one of the early hires, the Technical Support Specialist will have a significant opportunity to influence the organization's growth and direction. This role is ideal for someone seeking an in-office environment and who may have a non-traditional background but possesses the necessary skills and drive.

Requirements

2-4 years of experience in SaaS support, integrations, implementation, technical account management, customer support, or a similar field.
Understanding of APIs and the ability to explain technical concepts clearly to non-technical audiences.
Proficiency in troubleshooting customer workflows across multiple systems and platforms.
Ability to independently investigate issues using documentation, testing, and targeted questioning.
Clear communication skills with both customers and teammates, particularly when dealing with technical details.
Strong listening skills to understand customer needs and translate them into actionable steps.
Excellent organization, calmness, and attention to detail when handling complex or unclear 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 technical support.
Manage the support pipeline, facilitating communication between Client Success, Engineering, and clients.
Provide support for live customer interactions via Slack, email, and Google Meet, while also managing email correspondence.
Effectively manage and prioritize a backlog of cases within ticketing systems like Pylon, ensuring customer experience remains paramount.
Escalate issues to the development team by submitting JIRAs and collaborating on the resolution of 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 overall vision and mission by assisting in various capacities as needed.