Technical Support Specialist

resolve support requests; escalate efficiently when required - Keep customers informed with clear timelines, troubleshooting steps, and status updates - Maintain high-quality ticket hygiene: categorization, tagging, severity, and documentation Technical troubleshooting & integrations - Troubleshoot common integration issues (LMS environments like Canvas/Brightspace/Moodle, and related configuration) - Support authentication and access issues (SSO/SAML/OAuth-style flows, permissions, and role setups) - Assist with (and ideally lead) LTI installs , configuration, and validation in university environments - Reproduce issues, collect logs/context, and write crisp bug reports for Engineering Support operations & automation - Improve support workflows: SLAs, escalation paths, macros, templates, and internal runbooks - Build and maintain HubSpot automations/pipelines to reduce manual work and improve response times - Track recurring issues and propose fixes: better docs, product

improvements, or automation - Contribute to a scalable support knowledge base (FAQs, troubleshooting guides) Requirements - 2+ years in a customer support / technical support / support engineering role (B2B SaaS preferred) - Comfortable in a technical support environment (APIs/integrations, authentication concepts, structured troubleshooting) - Strong written communication: you can explain technical topics clearly to non-technical users - Organized and detail-oriented: you follow up reliably and keep systems clean - Ability to work cross-functionally with Product/Engineering and translate customer pain into actionable context - Based in Barcelona, Amsterdam, or Vilnius (or able to work from one of these locations) - EdTech experience (especially higher education) - Hands-on experience with LTI integrations and LMS admin environments - Familiarity with CRMs/helpdesks and workflow automation (HubSpot strongly preferred) How we work - Open, asynchronous communication: all communication happens in public channels by default. We have very few meetings and rely on async communication. - Strong team spirit: we're a team full of fantastic humans. Everyone at LearnWise loves and cares deeply about what they're doing. - Small team, big ownership: you'll own key outcomes end-to-end. We don't hold hands or micromanage, we make sure you have the support you need to thrive. - Quality and speed: "good enough" is often better than perfect. Delivering real value to our customers is often more important than a pristine process. Compensation & benefits - Competitive base salary - Remote-first setup within EU with flexibility and autonomy - Collaborate daily with a high-performing, experienced team where your ideas are valued - Opportunity to shape our customer success function and influence product direction - Work on innovative AI solutions that create real impact for educators and students - Growth opportunities in a fast-growing company Hiring Process - Intro chat (15-20 min): a quick conversation to learn more about you and the role. - Role deep dive (30-45 min): conversation with the Head of Customer Success focused on onboarding/retention experience, how you manage a book of business, and how you work cross-functionally. - Practical exercise (45-60 min): case-style assignment following a panel debrief - Culture/l