Technical Support Specialist

WHO WE ARE: Edlink takes on some of the toughest problems in educational technology. We help turn messy data into useful data to make it fast and easy for learning platforms to integrate with school data systems. Our API helps over 60 million people at 5,000 districts & universities use and access their learning platforms. We're a small startup located in Austin, Texas (23 team members), but growing fast. The ideal candidate will not just be an employee; they will have the opportunity to contribute massively to the growth and direction of the organization as a whole. What You’ll Be Up To: - Serve as the first point of contact for incoming support issues and help create a strong first impression of Edlink. - Own the support pipeline from intake through resolution, making sure issues are understood, prioritized, and followed through. - Provide support for live customer interactions (Slack, email, Google Meet) as well as email, managing interruptible work while prioritizing customer experience. - Gather information, triage issues, troubleshoot problems, and recreate customer-reported behavior when needed. - Coordinate conversations across Client Success, Engineering, Finance, our clients, and their customers. - Build a deep understanding of Edlink’s product, our industry, our clients, and the ways our technology is used. - Help improve response times, customer satisfaction, resolution times, and the overall support experience. - Participate in strategy and planning conversations with the Growth team, especially where support insights can help us serve clients better. - Help customers get as much value as possible from working with Edlink. - Contribute wherever you can. We are a small, fast-growing company, and the role will evolve as the company does. Who We’re Looking For - 2 - 4 years of experience in SaaS support, integrations, implementation, technical account management, customer support, or similar work - Understands APIs and can explain technical concepts in plain language - Is comfortable troubleshooting customer workflows across multiple systems and platforms - Can independently investigate issues by using documentation, testing, and asking focused questions - Communicates clearly with customers and teammates, especially when technical details are involved - Listens well, understands customer needs, and turns them into clear next steps - Stays organized, calm, and detail-oriented when customer setups are unclear or complex - Follows through without needing every step mapped out Who This Role is Perfect For: - Miss being around someone other than your plants, pets and family every day? We're an in-office team only hiring in-office roles. - Have a "non-traditional" background? Maybe you didn't go to college. Maybe you haven't worked in awhile. Maybe your most recent work experience doesn't translate well to a resume. We don't care. If you've got the skills and we believe you're on a good trajectory and just need a chance to run, you'll have a darn good shot at the role. What You’ll Get: Working at an early-stage startup is like getting an MBA. You'll get lots of attention, have lots of responsibility and also lots of autonomy. - $73K - $95K base pay + equity - Generous PTO - Catered Friday team lunches - No bureaucracy - Flexible working hours - Health, Dental, and Vision Insurance Options - Paid Parental Leave Know someone that might be interested? https://jobs.ashbyhq.com/edlink?utm_source=r0ejDo4EzQ