Technical Support Specialist

We are looking for a talented Technical Support Specialist to help us continue to provide exceptional product and technical support to our customers across the US for both ClickView and Streamable Learning. We are looking for an individual who has a genuine love of customer service and technology and has a great attitude and work ethic to match. The ideal candidate will love following processes whilst using their initiative to solve problems, and maintain regular proactive contact with customers to build brand advocacy within the community.

This role offers you the opportunity to lead the product support function in the US, whilst being supported by an enthusiastic and professional team globally. You'll be responsible for a wide variety of technical tasks which will allow you to showcase your technical and customer skills in a fast paced and innovative work environment.

Your responsibilities include:

• Leading and supporting K-12 district partners through the setup, configuration, and successful implementation of Single Sign-On (SSO) platforms, including SAML-based integrations
• Serving as the primary point of contact for technical onboarding, ensuring smooth integration with district systems (SSO, SAML, LMS, etc.) and minimizing barriers to adoption
• Collaborating with district technology teams and instructional leaders to align implementations with instructional technology goals and classroom needs
• Troubleshooting and resolving technical setup issues with a customer-first mindset, while escalating complex cases appropriately and working with global teams
• Documenting all actions and information on cases, maintaining an accurate database of interactions and next steps with customers
• Running daily live zoom programs for customers and providing technical support to our customers
• Data management (e.g. daily program registration management and attendance data), data entry and managing the day-to-day of program updates and schedules
• Ad hoc tasks such as supporting with landing pages and making modifications to our programs as required
• You'll also be supporting our UK customers with technical support and SSO setup as required

Nice to have skills:

• Experience onboarding and implementing Single Sign-On services (Clever, ClassLink, SAML)
• Experience of working with and technically supporting SaaS products
• K-12 instructional technology experience, with a strong understanding of how digital tools and platforms are adopted and used by teachers, librarians, and district technology teams
• Experience working with Salesforce CRM

Benefits:

• Paid leave - 20 days paid annual leave, paid sick leave and extra paid Wellbeing and Volunteering leave
• 401k match and Platinum health insurance - (80% coverage) with vision and dental included
• Flexible working - to accommodate hours and arrangements and ability to work remotely from a different location for up to 100 calendar days per year
• Generous parental leave policy - offering 16 week’s full pay
• Learning and Development budgets - access to LinkedIn Learning, along with professional opportunities made available to all our teams, so you can continue growing to be the best you
• Wellbeing Policy - with access to EAP and wellbeing apps, we put your mental health and wellbeing at the forefront of what we do