Senior EdTech Support Specialist (Remote)

ParentSquare; Philadelphia (Philadelphia County); On-site; USD 37,000 - 40,000; Full time

Benefits offered by this job

Health insurance

An employer-matched 401K retirement

Paid Parental Leave

Stock options

Health + wellness reimbursements

PTO that increases each year

15 paid holidays

Job summary

ParentSquare is seeking a Tier 2 Customer Support Agent for complex escalations across email, chat, and phone. You’ll leverage Zendesk Agent Co-Pilot, diagnose root causes, and coordinate with engineering and product teams.

This fully remote role supports K-12 educators and parents, requires 2+ years in EdTech or SaaS support, and offers health insurance, 401K, parental leave, stock options, and generous PTO.

Qualifications

• 2+ years of customer support or technical support experience (EdTech, K-12, or SaaS preferred).
• Experience with ticketing systems (Zendesk and Jira a plus).
• Familiarity with technical integrations, data flows (SFTP, API), or SIS is a plus.

Responsibilities

• Answer incoming emails, live chats, and phone calls with a focus on Tier 2 escalations.
• Resolve advanced product or service problems and follow up for complete resolution.
• Use Zendesk Agent Co-Pilot and document interactions with notes in the ticketing system.
• File Jira issue templates to escalate bugs or edge cases to higher-tier support/engineering.
• Monitor support queues across channels and handle overflow as needed.
• Maintain deep knowledge of ParentSquare features to educate customers.

Skills

Customer support

Empathy

Technical troubleshooting

Multitasking

Tools

Zendesk

Jira

Job description

ParentSquare is seeking a Tier 2 Customer Support Agent for complex escalations across email, chat, and phone. You’ll leverage Zendesk Agent Co-Pilot, diagnose root causes, and coordinate with engineering and product teams.

This fully remote role supports K-12 educators and parents, requires 2+ years in EdTech or SaaS support, and offers health insurance, 401K, parental leave, stock options, and generous PTO.