Full-Time Support Agent

Learnvia; United States; Remote; USD 60,000 - 70,000; Full time

Job summary

Learnvia is a nonprofit improving math education in collaboration with Carnegie Mellon University. The full-time Support Agent serves as the main contact for students, instructors, and administrators, handling tickets, LMS setup, and content issues.

The role blends support with technical work across content, engineering, and data workflows. Candidates should have strong communication, edtech experience, and comfort with basic coding tasks, SQL, and dashboards.

Qualifications

• Bachelor's degree in CS, Math, or related field or equivalent professional experience
• 2+ years in technical support, customer success, or a similar customer-facing role, ideally in education technology or higher education
• Excellent communication skills, with the ability to translate complex technical concepts for non-technical audiences
• Strong problem-solving skills with a proactive approach to automating workflows and resolving technical challenges
• Self-directed and comfortable taking ownership of issues from first contact through resolution
• Flexible and curious, with a genuine interest in contributing wherever the team needs help
• Adaptability and eagerness to learn new programming languages, tools, and educational technologies
• Ability to multitask and prioritize effectively, especially during high-volume periods such as the start of a term
• Positive and professional demeanor

Responsibilities

• Own the day-to-day support queue, triaging and prioritizing incoming tickets, meeting response-time targets, and driving each issue to resolution
• Test and document complex issues before escalating them to engineering, and follow them through to closure with the customer
• Serve as a trusted point of contact for instructors and institutional administrators, helping with course setup, rosters, due dates, and gradebook questions
• Keep faculty resources and guides current
• Debug reported platform and content issues to their root cause, implement fixes in existing codebases, and build automations that improve internal workflows
• Guide institutions through LMS and LTI integration setup (Canvas, Blackboard, D2L) and start-of-term course provisioning
• Provide basic support for Calculus I-III, Pre-calculus, and Quantitative Reasoning and coordinate content corrections with the content team
• Write SQL queries for data extraction, analyze data, and build dashboards and recurring reports on support metrics
• Write and maintain help center articles and internal runbooks so recurring issues are resolved faster
• Bring recurring issues and faculty feature requests to product, content, and engineering teams with evidence
• Other duties as assigned, including building animated figures for course content and assisting with marketing tasks

Skills

SQL proficiency

LMS administration

Git version control

Customer support

Analytics dashboards

Educational technology

Education

Bachelor's degree in CS, Math, Data Science, Educational Technology, or related field

Tools

Freshdesk/Zendesk

Canvas

Looker Studio/Tableau

Mode

XML/structured data

Job description

Learnvia is a new non-profit established to develop innovative approaches to transform mathematics education. Learnvia draws on the expertise of its affiliated partner, Carnegie Mellon University, in math education, learning sciences, and AI to reimagine a research-informed math curriculum designed to dramatically improve student learning and overall postsecondary success. Our approach aims to leverage digital technologies and existing momentum, embrace iterative and collaborative processes, and balance innovative explorations with market-ready solutions in math education.

Position Overview

The full-time Support Agent is the primary point of contact for students, instructors, and institutional administrators using Learnvia’s math-focused courseware. This role owns the support queue from first contact through resolution, responding to inquiries, resolving issues, and providing supporting information about the platform and content. It involves customer-facing support and requires strong people skills, especially when working with higher education faculty and administrators. It is also more technical in nature than a traditional support position and regularly interfaces with content, engineering, and data workflows. Key responsibilities include managing the support queue, supporting institutions through LMS integration and term onboarding, debugging and troubleshooting platform and content issues, modifying existing codebases to implement rapid hotfixes, maintaining the knowledge base, reporting on support trends, and escalating complex development issues. Learnvia is a small, growing team, so this role also contributes across teams as needs arise, including faculty success, building animated figures for course content, and automating marketing tasks. Flexibility and a broad interest in the work are highly valued.

Successful candidates will have strong communication and problem-solving skills, experience supporting faculty or administrators in higher education, and be comfortable engaging with technical concepts, math content, and development workflows. They will also enjoy variety and be willing to pitch in on projects beyond support.

Key Responsibilities

• Support queue ownership: Own the day-to-day support queue, triaging and prioritizing incoming tickets, meeting response-time targets, and driving each issue to resolution. Test and document complex issues before escalating them to engineering, and follow them through to closure with the customer.
• Faculty and administrator support: Serve as a trusted point of contact for instructors and institutional administrators, helping with course setup, rosters, due dates, and gradebook questions, and keeping faculty resources and guides current.
• Technical troubleshooting & fixes: Debug reported platform and content issues to their root cause, implement fixes in existing codebases, and build automations that make internal workflows more efficient.
• LMS integration & term onboarding: Guide institutions through LMS and LTI integration setup (such as Canvas, Blackboard, and D2L) and start-of-term course provisioning.
• Content Expertise: Provide basic support for Calculus (I-III), Pre-calculus, and Quantitative Reasoning, clarifying concepts and answering in-depth questions, and triage reported content errors by verifying them and coordinating corrections with the content team.
• Data, Reporting & Dashboards: Write SQL queries for data extraction, analyze data, and build interactive dashboards and recurring reports on support volume, response times, issue trends, and user engagement and learning.
• Knowledge Base & Documentation: Write and maintain help center articles and internal runbooks so recurring issues are resolved faster and customers can help themselves.
• Voice of the Customer: Bring recurring issues and faculty feature requests to the product, content, and engineering teams with supporting evidence.
• Other duties as assigned, which may include building animated figures for course content and assisting with marketing tasks.

Required Qualifications

• Bachelor’s degree in Computer Science, Mathematics, Data Science, Educational Technology, Education, or a closely related field, or equivalent professional experience
• 2+ years of experience in technical support, customer success, or a similar customer-facing role, ideally in education technology or higher education
• Excellent communication skills, with the ability to translate complex technical concepts for non-technical audiences and to respond with patience and care when users are frustrated
• Strong problem-solving skills with a proactive approach to automating workflows and resolving technical challenges
• Self-directed and comfortable taking ownership of issues from first contact through resolution
• Flexible and curious, with a genuine interest in contributing wherever the team needs help, from support and course content to marketing and faculty success
• Adaptability and eagerness to learn new programming languages, tools, and educational technologies
• Ability to multitask and prioritize effectively, especially during high-volume periods such as the start of a term
• Positive and professional demeanor

Required Skills

• Able to provide basic technical content support for Calculus I-III, Pre-calculus, and Quantitative Reasoning
• Proficiency in debugging and modifying existing codebases
• Ability to write intermediate to advanced SQL queries for data extraction and reporting
• Familiarity with Git version control and collaborative coding workflows
• Familiarity with XML or structured data formats
• Hands-on experience with LMS administration or LTI integrations, with Canvas, Blackboard, or D2L experience preferred
• Experience with a help desk or ticketing platform (such as Freshdesk or Zendesk) and writing knowledge base content
• Experience analysing data including: summarize data, track trends such as ticket volume and response times, and present results in dashboards or reports (for example in Mode, Looker Studio, or Tableau); statistical modeling and machine learning are not required
• Understanding of how colleges run courses, including academic terms, sections, gradebooks, and the roles of instructors, coordinators, and administrators
• Interest in math education, learning technology, or technical content development

Preferred Qualifications and Skills

• Experience supporting higher education instructors, faculty, or administrators is strongly preferred
• Interest or experience in animation, graphics, or visualizing mathematical ideas
• Familiarity with marketing automation or CRM tools (such as HubSpot)
• Familiarity with customer success, account management, or consultative support in an education technology setting

The salary range for this full-time role is $60,000-70,000 based on experience and qualifications. This position is remote within the U.S., with approximately 30% travel. Learnvia offers a competitive benefits package, including medical, dental, retirement, and additional benefits. Schedule may include weekend or evening hours.

Learnvia is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected characteristic.