Technical Support Specialist, AP Classroom User Support (EdTech)

Location: Remote in the USA. Candidates near hirify.global offices may choose fully remote or hybrid work with in-office attendance on Tuesdays and Wednesdays. Occasional business travel is required.

Salary: $44,000–$75,000 annually, adjusted based on location, experience, qualifications, and market data.

Company

hirify.global is a self-sustaining nonprofit supporting educational and career opportunities through programs including AP Classroom.

What you will do

• Review, triage, update, and manage high-volume support cases from AP Classroom students, teachers, and school administrators in Salesforce.
• Investigate functional questions and technical issues, request additional information, and provide accurate email responses using templates when appropriate.
• Maintain current knowledge of AP Classroom features and biweekly platform updates.
• Tag cases with accurate issue descriptors and maintain interaction records for reporting on user friction and product improvements.
• Create and monitor Jira tickets for bugs and enhancement requests, following up with customers after resolution.
• Escalate site-wide issues to product and development teams and route course-content questions to curriculum experts.

Requirements

• Background in software customer support and experience handling online customer inquiries, including high-volume seasonal demand.
• Experience with Salesforce case management, case lists, reports, and email templates.
• Strong written communication, organization, prioritization, analytical thinking, and structured problem-solving skills.
• Ability to investigate root causes, track complex issues, manage case priorities, and drive resolutions through customer advocacy.
• Ability to learn complex, unfamiliar applications quickly, work independently, and collaborate effectively in a small team.
• Authorization to work in the United States is required.

Nice to have

• Experience with process improvement.
• Experience supporting SaaS applications or handling LMS technical queries.

Culture & Benefits

• Mission-driven work focused on expanding educational and career opportunities.
• Supportive, collaborative, and empathetic working environment.
• Opportunities to adopt emerging technologies and AI-driven solutions.
• Compensation adjusted by location with transparent discussions about salary and benefits.
• Occasional in-person business meetings and the option for hybrid work near hirify.global offices.

Hiring process

• Resume and application review, followed by a recruiter phone or video screen.
• Hiring manager interview, performance exercise, panel interview, leadership conversation, and reference checks.
• Applications are reviewed on a rolling basis for at least five business days.