Remote EduTech Support Engineer LMS & Content

Learnvia; United States; Remote; USD 60.000 - 70.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

SQL proficiency

LMS administration

Git version control

Customer support

Analytics dashboards

Educational technology

Ausbildung

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

Tools

Freshdesk/Zendesk

Canvas

Looker Studio/Tableau

Mode

XML/structured data

Jobbeschreibung

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.