Senior Technical Support Engineer L2/L3 (EdTech & SQL)

Roles & ResponsibilitiesOwn the Customer Support Experience: Be the first technical responder for incoming district tickets — diagnose, triage, and resolve issues directly with district staff over phone, email, and screenshare. Train customers on system behavior, walk them through configuration steps, and turn one-off support interactions into knowledge that scales.Diagnose and Resolve Production Issues: Investigate complex production issues application logs, database records, integration processes, and deployed hardware. Perform root-cause analysis on system failures, data inconsistencies, and integration errors.Support SIS Integrations: Troubleshoot data synchronization and sync failures Diagnose REST API errors and validate roster and data accuracy.Investigate Production Data: Query Oracle production databases using SQL and PL/SQL to investigate data issues, validate records, and support data corrections. Reason about root cause across schemas, integrations, and the legacy and modern application boundaries.Support Deployed Hardware: Troubleshoot check-in kiosks, ID card printers, badge readers, and barcode scanners deployed across school environments. Diagnose connectivity, network configuration, and device-server communication issues alongside district IT teams.Configure School Systems: Support district-level configuration of school calendars, bell schedules, attendance notification workflows, tardy alerts, visitor sign-in workflows, and kiosk behaviors. Assist in onboarding and configuring new districts.Build the Knowledge Base: Author and maintain runbooks, troubleshooting guides, and configuration documentation. Documentation contribution is a core deliverable — much of the team’s institutional knowledge has lived in heads rather than docs, and this role is one of the people changing that.Collaborate Cross-Functionally: Work with Engineering, Implementation, Customer Support, and district IT to escalate, diagnose, and resolve issues. Translate complex technical findings into clear, actionable resolution plans.SQL (production-database depth): Strong SQL skills with demonstrated experience investigating production data, joining across schemas, hunting anomalies, and analyzing application logs. Oracle experience preferred.REST API Integration Troubleshooting: Experience diagnosing integration failures, debugging payloads, validating data transfer between systems, and reasoning about retry/idempotency behavior.Programming for Debugging: Working knowledge of at least one language (Python, Java, C#, JavaScript) at the level of reading code, interpreting stack traces, and analyzing system logs. Full development experience is not required; debugging fluency is.Hardware and Networking Fundamentals: Comfortable troubleshooting deployed devices, basic networking concepts (firewalls, ports, NAT, DNS), and district-network environments. Direct experience with kiosks, scanners, or similar hardware is a strong plus.Customer-Facing Troubleshooting: Experience resolving issues live with end users — phone, screenshare, email — in a way that builds confidence rather than friction.Enterprise Application Support: Experience supporting enterprise applications in production environments — you understand what production-grade reliability requires. Desired ExperienceBachelor’s degree in computer science, information systems, or related field (or equivalent practical experience).4+ years of experience in technical support, production support, or similar roles in an enterprise software environment.2+ years of hands-on experience querying production databases.Direct experience with EdTech platforms is a strong plus — prior exposure to LMS, SIS, or adjacent education-software systems particularly valued.Other RequirementsExcellent written and verbal English — phone-level fluency required. This role involves direct customer interaction, including live troubleshooting calls with district staff.Able to work aligned with Eastern Time (EST).