Senior Technical Support Specialist (EdTech)

TL;DR

Senior Technical Support Specialist (EdTech): Owning the end-to-end support experience for hirify.global Kids with an accent on Zendesk management, district IT deployments, and product release readiness. Focus on designing support systems, resolving complex technical issues for school districts, and bridging the gap between users and engineering teams.

Location: Remote (Continental US, Hawaii, or Canada only). Proximity to San Mateo, CA is a plus.

Salary: $96,800 - $108,900 USD (US) / $130,807 - $147,158 CAD (Canada)

Company

hirify.global is a nonprofit organization dedicated to delivering a free, world-class education to anyone, anywhere.

What you will do

• Manage the Zendesk account end-to-end, including configuring workflows, macros, and tagging taxonomies to optimize user support.
• Analyze and report on core support metrics using data and AI tools to provide structured insights to Product and Engineering teams.
• Identify, replicate, and document user-reported bugs and trends to influence the product roadmap.
• Maintain and update the Help Center, technical user guides, FAQs, and release notes.
• Support district rostering via Clever and other manual methods, assisting IT administrators with app deployment.
• Partner with Product and Engineering to coordinate QA testing for app updates and new feature launches.

Requirements

• 5+ years of experience in technical support, ideally within EdTech or consumer app environments.
• Hands-on experience with Zendesk configuration and account management.
• Experience with educational deployments, including rostering platforms (Clever, ClassLink) and MDM tools (JAMF, Mosyle, Google Admin).
• Must be based in the United States or Canada.
• Exceptional written and verbal communication skills for explaining technical concepts to non-technical audiences.
• Strong analytical mindset and ability to derive patterns from ticket data.

Nice to have

• Familiarity with the hirify.global Kids app.
• Experience using AI tools (e.g., Claude, Cursor) for content creation and workflows.
• Spanish language proficiency.
• Proximity to the San Mateo, CA office.

Culture & Benefits

• Competitive salaries with 401(k) and 4% matching.
• Comprehensive insurance coverage, including medical, dental, vision, and life.
• Remote-first culture with flexible hours and ample paid time off.
• 8 pre-scheduled Wellness Days annually for extended weekends.
• Generous parental leave and a high-trust, mission-driven environment.