Remote Technical Support Specialist – EdTech SaaS & AI

Crimson Education; Texas; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Training budget

Psychologist on staff

Flexible working environment

Remote or office options

Job summary

Crimson Education is seeking a technically skilled support professional to triage and resolve complex issues across web, mobile, and integrations. You will leverage AI tools to accelerate responses and collaborate with Core Tech to improve product reliability.

Ideal candidates have 2+ years in SaaS/EdTech support, strong API/SQL knowledge, and excellent English communication. This role offers remote work flexibility with global teams and a focus on user satisfaction.

Qualifications

• 2+ years in technical support, application support, or systems operations within SaaS/EdTech environment.
• Strong familiarity with AI tools, prompt engineering, or AI-powered workflows to improve support productivity.
• Solid understanding of web architectures, REST APIs, JSON payloads, and browser dev tools.
• Proficiency in basic SQL to trace and verify data records.
• Experience with third-party SaaS integrations (e.g., Zoom APIs, Slack bots, Google Workspace/SSO, Stripe flows).
• Experience with ticket tracking and incident management tools (Zendesk, Jira, Linear, Slack).
• Excellent written and verbal English communication; ability to explain technical concepts to non-technical stakeholders.
• High empathy, calm under pressure, and ownership of user satisfaction.

Responsibilities

• Investigate, triage, and resolve complex technical support tickets escalated from Operations, Support, Strategy & Tutoring.
• Perform deep-dive troubleshooting across web, mobile, databases, and integrations.
• Execute safe operational interventions following SOPs (session resets, permission fixes, data reconciliation).
• Identify recurring failures and automate workflows to reduce turnaround time.
• Replicate bugs, gather telemetry, and file high-quality bug reports for Core Tech engineers.
• Participate in sprint triage meetings and advocate for bug fixes and UX improvements.
• Maintain and expand runbooks, troubleshooting guides, and self-serve docs for frontline teams.
• Assist in testing new product releases and validating fixes in staging/production.

Skills

Technical support

SaaS

AI tools

REST APIs

SQL

Third-party integrations

Ticketing tools

Communication

English

Problem solving

Tools

Zendesk

Jira

Linear

Slack

Google Workspace

Job description

Crimson Education is seeking a technically skilled support professional to triage and resolve complex issues across web, mobile, and integrations. You will leverage AI tools to accelerate responses and collaborate with Core Tech to improve product reliability.

Ideal candidates have 2+ years in SaaS/EdTech support, strong API/SQL knowledge, and excellent English communication. This role offers remote work flexibility with global teams and a focus on user satisfaction.