Support Engineer

Schoology is one of the fastest growing education technology companies, with more than 14 million users across the world. We are giving educators all the tools they need to more easily personalize education and improve student outcomes, but in a way that works easily with their current systems and teaching approach. We’ve evolved the traditional learning management system into an education cloud: a platform that connects the people, content, and systems that fuel education.

The Support Engineer serves as a client advisor, and is a key member of the Support Team, responsible for working with clients as well as the general user base. By utilizing a strong understanding of product know-how, you will answer some of our most difficult questions, troubleshoot technical issues, and work internally with Schoology teams to address outstanding concerns.

* Attain a deep understanding of the web-based product and iOS/Android application and keep abreast of latest changes. * Work with clients to troubleshoot and resolve technical issues that are difficult to reproduce. * Help the Support team identify bugs and issues that are difficult to reproduce. * Develop an understanding of Schoology's database schema, architecture and API. * Work with internal teams to improve Support processes, including serving as a liaison to our Engineering team. * Create basic to advanced SQL queries or PHP snippets to help resolve customer issues. * Advocate for and help Engineering understand prioritized client defects, to speed resolution

* Experience in a client-facing role. * Strong communication and teamwork skills. * Demonstrated ability to identify and resolve defects in a system. * Strong understanding of basic web skills (HTML, CSS and JavaScript). * Ability to work with cross-functional teams. * Background in Computer Science preferred. * Interest or experience in education a plus.