What You’ll Do:Own 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.Day-to-Day Breakdown55% direct ticket work — investigating and resolving district support requests 20% authoring and refining documentation, runbooks, and knowledge-base content15% deeper investigation and escalation work on complex production issues10% supporting district setup, onboarding, and configuration changesRequirements:-Technical Skills: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.Tools: Proficient in Jira (ticket triage, queue ownership, escalation workflows) and Confluence (documentation authoring, KB structure). Soft Skills:Customer OrientationCuriosity and Problem-SolvingComfort with AmbiguityClear CommunicatorDocumentation DisciplineCross-Functional CollaborationDesired Experience:Bachelor’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 Requirements:Excellent 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).Nice to Have:Hands-on Oracle PL/SQL experience (stored procedures, packages, query optimization)Familiarity with Windows Server, IIS, or similar legacy hosting environmentsExperience supporting .NET-based applications in productionInterest in integrating AI tools (Claude, Copilot, Rovo) to simplify support workflows and accelerate documentationDirect experience with K–12 SIS integrations (PowerSchool, Infinite Campus, Skyward, eSchoolData)Experience with SCORM, xAPI, LTI, or SSO/SAML troubleshooting