Application Support Engineer

Customer Support Engineer

Remote

Our Story

Welcome to Amplio! We are a global EdTech company that helps students with special needs meet their potential. Developed in partnership with parents, academia, and special education experts, our digital platform equips students with individualized, evidence-based interventions, closing learning gaps to amplify progress. We partner with US school districts, K-12 providers, and state-level agencies. If you are ambitious, believe in our mission, and thrive in fast-paced, high-energy environments, we invite you to apply!

Role Overview

We are seeking a skillful Technical Support Engineer, capable of balancing tier-1 and tier-2 tickets while building a reputation for excellent customer service. In partnership with our Technical Support Lead, this person will manage tickets for Amplio’s special education learning platform, delighting the school districts we partner with, and enabling the children they support to benefit from our product. Reports to: Customer Support Lead

Responsibilities and Duties

● Manage tier-1 customer support queue over the phone, via email, and through chat (typically 15-20 calls and/or emails per day)

● Triage tickets as they come in, resolving tier-1 issues within 24 hours, and escalating tier-2 issues to the development team within 2-3 business days

● Conduct customer research to help identify key information and replicate tier-2 issues in sandbox before escalating them to the development team

● Provide support during new customer onboarding for our SaaS product and related services, including system and user setup, as well as manual data entry and pre-launch testing

● Other duties as assigned by management

Qualifications

● 3-5 or more years of experience managing tier-1 and tier-2 tickets for SaaS companies

● Education Technology experience or exposure is a plus

● Demonstrated history successfully partnering with R&D/development teams to escalate and resolve tier-2+ tickets

● High degree of technical savvy coupled with a passion (and talent) for providing superior customer service

● Great communication skills across all support mediums, including phone, email, and chat

● Highly organized, detail-oriented, and systematic approach to issue resolution Compensation and Benefits

● Competitive salary and runway for growth

● Comprehensive Medical, Dental, and Vision Insurance

● 401k with a 4% employer match, fully vested from day one

● Options for stock equity within the company

● 33 total days off: 21 days of PTO + 10 fixed holidays and 2 floating holidays

● Fully remote work environment with flexible schedules available

● The ability to collaborate with a mission-driven team to make an immediate impact Amplio Learning is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

The compensation information listed on this job description is a good faith estimate for this position only, estimated based on national averages for what a successful applicant might be paid. Amplio Learning recruits nationally for most roles, including this one, and final offers within the listed salary range will be determined individually based on location, experience, and qualifications. At this time we are unable to offer H1B sponsorship opportunities.

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