Technical Support Specialist

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 the world's leading college admissions consulting firm, with over 1,490 Ivy League offers and 2,410 to the US Top 15. We help ambitious students gain admission to the world's top universities through expert-led guidance and proven, data-driven strategies. Crimson students are 7x more likely to get into the Ivy League than their peers. We were recently featured on the front page of the Wall Street Journal.

Crimson is the only college admissions consultancy that brings together:

• Former Ivy League and Top 20 admissions officers to rigorously review and refine applications
• Professors and PhD teaching fellows from leading universities to guide students through original, independent research — with pathways to selective peer-reviewed publication or conference presentation
• Past ISEF winners and judges who coach students to compete for state, national, and international science fair awards
• Capstone project mentors who help students design and scale leadership initiatives with real-world impact, measurable outcomes, and credible external validation

We're backed by leading VC firms, including Tiger Global, Heal Partners, IceHouse Ventures, and Movac, and recently closed a USD $40M Series D funding round at a USD $640M valuation. We now operate across 21 markets worldwide, including the US, Canada, UK, Singapore, Japan, Hong Kong, Australia, and New Zealand.

The Role

What are the main responsibilities for this role?

• Investigate, triage, and resolve complex technical support tickets escalated from operational teams (Operations, Customer Support, Strategy & Tutoring).
• Perform deep-dive troubleshooting across web, mobile, database records, and third-party integrations (e.g., Zoom, Google Workspace, Slack, Payment/Invoicing gateways).
• Execute safe operational interventions (e.g., session feedback resets, duration adjustments, user permission fixes, data reconciliation) following standard operating procedures (SOPs).
• Identify recurring failure patterns and automate manual admin workflows to reduce turnaround time.
• Replicate bugs, gather detailed technical telemetry (logs, network requests, payload traces), and file high-quality bug reports for Core Tech engineers.
• Participate in sprint triage meetings and advocate for bug fixes and UX improvements based on ticket volume trends.
• Maintain and expand technical runbooks, internal troubleshooting guides, and self-serve documentation for frontline support and operational teams.
• Assist in testing new product releases and validating critical bug fixes in staging and production environments.

What skills and experience are required?

• 2+ years of experience in technical support, application support, or systems operations within a SaaS, EdTech, or fast-growing digital platform environment.
• Strong familiarity with modern AI tools, LLMs (e.g., ChatGPT, Claude, Cursor), prompt engineering, or AI-powered workflows; enthusiastic about leveraging AI to 10x support productivity.
• Solid understanding of web architectures, REST APIs, JSON payloads, and browser developer tools (Network/Console inspection).
• Proficiency in basic database queries (SQL) to trace and verify data records.
• Familiarity with third-party SaaS integrations (e.g., Zoom APIs, Slack bots/apps, Google Workspace / SSO, Stripe/payment flows).
• Experience with ticket tracking and incident management tools (e.g., Zendesk, Jira, Linear, Slack).
• Strong problem-solving mindset: you love dissecting ambiguous issues, tracing root causes, and finding efficient solutions.
• Excellent written and verbal communication skills in English, with the ability to clearly explain complex technical or AI behaviors to non-technical stakeholders.
• High empathy, calm under pressure, and a strong sense of ownership over user satisfaction.

Nice to Have

• Basic scripting/automation skills (e.g., Python, JavaScript/TypeScript, SQL, or shell scripts).
• Hands-on experience debugging AI agent workflows, API integrations, or vector/RAG systems.
• Experience working in remote, asynchronous, cross-timezone teams.
• Background or strong passion for EdTech.

Why work for Crimson?

• Rapidly growing start up, with a flexible working environment where you will be empowered to structure how you work
• Limitless development and exposure - our internal promotions/role changes made 33% of all recruitment last year
• $1000 individual training budget per year, we love to 'Level Up' (it's one of our core values)!
• Psychologist on staff
• Insightful fireside chats and workshops to help support our high-performing and ambitious team
• Radical Candor is a feedback approach we live by
• We're a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely!