Junior Product Support Engineer - U.S. Remote

CYPHER Learning; Plano (TX); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Inclusive workplace culture

Commitment to diversity

Job summary

A modern educational technology company in the United States is seeking a Junior Product Support Engineer to provide customer support for its products. In this remote role, you will troubleshoot technical issues, document cases, and collaborate with engineering teams to enhance product quality. Ideal candidates hold a Bachelor's degree in Computer Science and have over 5 years of experience in technical support roles. Join a company that values curiosity, connection, and empowerment in a flexible work environment.

Qualifications

• 5+ years of experience in a technical or product support role.
• Working knowledge of networking fundamentals and software troubleshooting.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide timely technical support via email and chat.
• Diagnose and resolve common product issues.
• Document and track support cases through to resolution.
• Collaborate with teams to improve product quality.

Skills

Technical support

Web technologies

Problem-solving

Communication skills

Customer-focused mindset

Education

Bachelor’s degree in Computer Science or related field

Tools

Ticketing systems (e.g., Zoho)

Job description

Join to apply for the Junior Product Support Engineer - U.S. Remote role at CYPHER Learning

Job Title: Junior Product Support Engineer
Location: U.S. Remote – preferred US-based time zones, CST or EST

Company Description:

CYPHER Learning is leading the necessary disruption of learning platforms to unleash human potential with modern learning experiences. We exist to ignite lifelong learning passions through personalized, engaging, and limitless learning experiences for all, giving L&D pros and educators more time to teach and train, building human connection into everything we do, and delivering tailored learning experiences that are meaningful and measurable. We are a fast-growing company with a passion for education and technology.

Position Overview:

As a Junior Product Support Engineer at CYPHER Learning, you will serve as the first point of contact for customers experiencing technical issues with our products. You will troubleshoot and resolve common product and configuration questions, escalating more complex cases as needed while ensuring a positive customer experience. This role offers hands‑on exposure to real‑world technical problem solving, close collaboration with engineering and product teams, and a strong foundation for growing technical expertise within a SaaS environment. It is an ideal opportunity for someone curious, detail‑oriented, and eager to build a career in technology.

What You Will Do:

• Serve as a first point of contact for customers, providing timely and effective technical support via email and chat.
• Diagnose and resolve common product and configuration issues, ensuring a positive and consistent customer experience.
• Escalate complex or unresolved issues to senior engineers with clear documentation and context to support efficient resolution.
• Accurately document, track, and follow up on support cases, maintaining ownership through to resolution.
• Collaborate with Engineering, Product, and Customer teams to resolve issues, surface recurring themes, and improve product quality.
• Create and maintain knowledge base content, including FAQs and troubleshooting guides, to enable customer self‑service.
• Support pre‑release testing of new features, helping identify issues early and improve product readiness.
• All other duties as assigned.

Your Skills & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience required.
• 5+ years of experience in a technical or product support role, preferably supporting SaaS applications in a fast‑paced environment required.
• Working knowledge of web technologies, networking fundamentals, and software troubleshooting, with the ability to diagnose and resolve common technical issues.
• Clear, confident verbal and written communication skills, with the ability to explain technical concepts to non‑technical users and collaborate effectively with cross‑functional stakeholders.
• Demonstrated problem‑solving capability under pressure, including the composure to investigate issues, adapt as priorities shift, and drive effective resolution during critical situations.
• Strong attention to detail and organizational skills, enabling effective prioritization and management of multiple support requests.
• Customer‑focused mindset, positive attitude, and a willingness to continuously learn and expand technical skills.
• Exposure to learning management systems (LMS), eLearning platforms, or HR technology is a plus.
• Experience using ticketing or support tools (such as Zoho or similar platforms) is beneficial.

Our Values:

• Curiosity: Continues learning to stay agile and innovative.
• Connection: Embracing and celebrating our differences.
• Empowerment: Rewarding positive people‑centric behaviors and decisions.
• Potential: Challenging the status quo and pushing for what is possible.
• Impact: Making a positive impact for our clients and communities around the world.

At CYPHER Learning, we believe diversity is essential to innovation and progress. We are committed to creating a workplace where individuals of all backgrounds, identities, and experiences are respected, included, and empowered to thrive. Our culture is built on connection, curiosity, empowerment, potential, and impact—and we know that these values are only fully realized when everyone has a seat at the table.

CYPHER Learning is proud to be an Equal Opportunity Employer. We make all employment decisions based on merit, qualifications, and business needs—without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other protected status under applicable law.

As a global, remote‑first company, we embrace flexibility and accessibility in every aspect of how we work. If you require a reasonable accommodation during the application or interview process, please contact our People team at [e-mail]. We are committed to providing an inclusive and equitable experience for every candidate.