Technical Support Specialist

AppleTree; Washington (District of Columbia); Remote; USD 62,000 - 94,000; Full time

Job summary

A leading educational organization is seeking a User Experience & Platform Support Specialist to ensure user satisfaction across its digital platforms. This remote-friendly role focuses on troubleshooting technical inquiries and improving user engagement with the Every Child Ready program, leveraging a strong understanding of educational technology.

Benefits

Competitive Salary

100% covered Medical Plan

Fully covered Dental Benefits

Comprehensive Disability Insurance

Free Online Wellness Platform

Mental Health Days

Employer Contribution to Retirement Account

AppleTree Scholarship for continued education

Extensive Training on instructional model

Qualifications

• Experience in technical customer support or help desk services.
• Basic understanding of SQL, APIs, or data management tools is a plus.
• Ability to work flexible hours to support users across different time zones.

Responsibilities

• Serve as first point of contact for technical support inquiries.
• Provide Tier 1 and Tier 2 support for platform issues.
• Conduct regular testing and quality assurance on the platform.

Skills

Problem-solving

Technical Support

User Communication

Education

Deep knowledge of Every Child Ready instructional model

Experience in K-12 or early childhood education

Two or more years of experience in education technology or customer service

Tools

Drupal

Tableau

CANVAS LMS

Job description

About AppleTree

AppleTree’s mission is to close the achievement gap before students get to kindergarten. To accomplish this mission, we focus exclusively on Preschool and Pre-K education. We provide free, full-day public charter school programming for three- and four-year olds in 12 locations across Washington, DC, employing our innovative and award winning instructional model, called Every Child Ready (ECR) . This instructional model provides educators with tools and resources for “What to Teach”, “How to Teach” and “How to Measure Success.” Our instructional model is also used with partners across the nation. Position Summary
The User Experience & Platform Support Specialist plays a critical role in ensuring a seamless and responsive user experience across Every Child Ready’s digital platforms. This role provides customer service, technical troubleshooting, and platform support to both internal and external users. The Specialist will be the first point of contact for technology-related inquiries, resolving issues efficiently while ensuring users can fully engage with ECR’s technology environment, including the ECR platform (Drupal), Tableau, and CANVAS (LMS).

This position requires deep knowledge of Every Child Ready and an ability to support the rapid scaling of users. This person must be able to problem-solve efficiently and relatively independently. While onboarding will be largely asynchronous, this role will focus on troubleshooting technical issues, optimizing platform performance, and maintaining a high standard of user satisfaction.

This role is remote-friendly, but occasional travel to Washington, DC, may be required for team meetings or in-person support.

What you’ll do…

User Support & Troubleshooting

• Serve as the first point of contact for technical support inquiries from internal teams and external users (schools, districts, and partners).

• Provide Tier 1 and Tier 2 support, ensuring quick resolution of common issues and escalating complex cases when necessary.

  • Tier 1 Support: Manages common issues such as password resets, login assistance, basic navigation help, common materials and assessment questions, rostering, and troubleshooting minor platform errors.

  • Tier 2 Support: Lead first step investigations of more complex technical issues, including system bugs, data sync errors, and platform integrations that require deeper analysis.

• Identify patterns in user issues and proactively work to improve the onboarding and support experience.

• Escalate unresolved or complex technical issues to the appropriate teams when necessary.

• Monitor, document, and resolve customer service tickets, ensuring timely and effective responses.

Technology & Platform Support

• Maintain a strong working knowledge of the Every Child Ready platform and its integrated tools (Drupal, Tableau, CANVAS LMS).

• Conduct regular testing and quality assurance to ensure smooth platform functionality and resolve potential user issues before they arise.

• Document common technical issues and resolutions, contributing to an evolving knowledge base for internal and external users.

• Support minor updates, data uploads, and content management within the ECR platform and associated systems.

User Experience & Continuous Improvement

• Gather feedback from users to improve platform usability and customer support processes.

• Collaborate with the technology and content teams to enhance the asynchronous onboarding experience.

• Create and update user guides, FAQs, videos, and help desk documentation to improve self-service support options.

• Assist with focus groups, usability testing, and feedback collection to drive product and support enhancements.

What we’re looking for…

• Deep knowledge of the Every Child Ready instructional model.

• Two or more years of experience in education technology, customer service, or technical support

• Familiarity with Drupal, Tableau, and CANVAS LMS.

• Strong problem-solving skills and an ability to work independently in a fast-scaling environment.

• Excellent verbal and written communication skills, with a focus on user-friendly explanations and interactions.

• Strong attention to detail and an ability to manage multiple support requests simultaneously.

• Ability to collaborate cross-functionally with teams in technology, product development, and customer experience.

• Experience in K-12 or early childhood education (particularly in curriculum implementation) preferred.

• Prior experience in technical customer support or help desk services.

• Experience working with ticketing systems and knowledge base development.

• Basic understanding of SQL, APIs, Google scripting, or other data management tools a plus.

• Must be comfortable working in a rapidly scaling environment, adjusting to evolving user needs.

• Ability to work flexible hours to support users across different time zones.

What’s in it for you…

• Competitive Salary

• Option for 100% covered Medical Plan or another low cost option for you and eligible dependents

• Fully covered Dental Benefits for you and all eligible dependents

• Fully covered Short Term Disability, Long Term Disability, Accidental Death and Dismemberment and Life insurance with buy-up options

• Free Online Wellness Platform for you and up to 4 eligible dependents

• Competitive Paid Time Off, including Mental Health Days

• 5% Employer Contribution to your Retirement Account (whether you contribute or not)

• AppleTree Scholarship to pay for continued education

• Extensive Training on AppleTree’s Award-Winning, proprietary instructional model, Every Child Ready

Note

The preceding description is intended to describe the general nature and level of work performed by individuals in this role and is not designed to be an exhaustive list of all duties and responsibilities required of the User Experience & Platform Support Specialist. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Compensation
The full salary range is $62,400 - $94,000. AppleTree generally caps salaries for newly hired or newly promoted staff at 100-105% of the midpoint of the range ($78,374 - $82,293). However, if you are currently a Step 3 (Specialist), this would be a lateral position with no change in compensation.

To apply
Please send your resume and cover letter to [e-mail] no later than Friday, May 30, 2025.