Support Engineer

The Support Engineer is a hands-on technologist and problem solver responsible for delivering high-quality technical support to The Goddard School franchise network and Goddard Systems (GSL) corporate employees. Working as part of a tight-knit Service Delivery team, the Support Engineer owns incidents and service requests end-to-end, from intake through diagnosis, resolution, and closure, while contributing to the team's broader objective: Delight the customer.

The Support Engineer is expected to operate with autonomy on day-to-day support, exercise sound judgement on when to escalate, and bring IT background and problem-solving mindset to a fast-moving environment that supports more than 700 schools and a corporate user base.

Responsibilities:

Customer Support & Issue Resolution

• Serve as a primary point of contact for IT support requests from Goddard School franchisees, school directors, school staff, and GSL corporate employees
• Own incidents and service requests end-to-end in the ITSM platform (Freshservice): triage, diagnose, resolve, document, and close with clear, professional ticket notes and closure summaries
• Understands the operational context of the franchise schools (enrollment, billing, workflows) well enough to prioritize issues by business impact, not just technical severity
• Provide timely, structured updates to requesters using consistent communication pattern (what we know/next step/next update)
• Deliver support across multiple channels - phone, email, Service Portal - with a consistently customer-first tone

Technical Troubleshooting Across the GSL Stack

• Troubleshoot and resolve issues across GSL's core technology platforms, including:

• Identity & Access: Microsoft Entra ID, MFA, Conditional Access, SSO, account lifecycle (provisioning/deprovisioning)
• Productivity: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Endpoints: Windows and macOS devices managed via Microsoft Intune; Defender for Endpoint
• Franchise Applications: Franchise Management System (FMS) and related school-facing applications
• Networking basics: Wi-Fi, VPN, ISP coordination at the user-support level

• Coordinate effectively with Engineering, Infrastructure, Security, and vendor teams when issues exceed Service Delivery scope, maintaining clean handoffs and follow-through to closure

Operational Excellence & Continuous Improvement

• Contribute to the team's knowledge base by authoring and maintaining high-quality KB articles, runbooks, and job aids that improve consistency and reduce repeat tickets
• Identify recurring issue patterns and propose practical process or automation improvements
• Support the maturation of the ITSM environment (Freshservice), including workflow validation, UAT, and adoption of new categories, automations, and self-service capabilities
• Maintain accurate categorization, prioritization, and documentation standards to support reliable KPI reporting (FCR, SLA, CSAT)

High-Visibility & Incident Support

• Participate in Priority 1 and Priority 2 incident response with a defined role (triage, communication, documentation, or coordination), executing assigned actions with clarity and calm under pressure
• Handle high-visibility and executive support requests with appropriate urgency, professionalism, and follow-through

Team & Stakeholder Engagement

• Collaborate closely with Service Delivery Lead and peer Support Engineers as one team - sharing knowledge, covering for one another, and reinforcing a consistent customer experience
• Build positive working relationships with franchisees, school staff, and corporate colleagues across all levels of the organization

• 3-5 years in an IT service desk, technical support, or customer-facing IT role
• Hands-on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows
• Demonstrated ability to troubleshoot independently using documentation, logs, and structured problem-solving
• Strong written and verbal communication skills; able to explain technical concepts in plain language to non-technical users
• Comfort working in a ticketing/ITSM system (Freshservice, ServiceNow, Jira Service Management, or similar) with a strong sense of documentation discipline
• Ability to prioritize and manage a queue of concurrent requests in a fast-paced environment

Highly Desired

• Bachelor's degree in Computer Science or related field is preferred
• Experience in a customer service or customer support role outside of IT
• Familiarity with ITIL concepts (incident, request, problem, change)
• Exposure to franchise, multi-site, or distributed-user support environments
• Customer-first Mindset: Approaches every interaction with the goal of delighting the customer, not just closing the ticket
• Problem-Solving Orientation: Curious, resourceful, and willing to dig in when the answer isn't obvious
• Communication & Relationship building: Communicates effectively at all levels and handles difficult conversations with grace, compassion, and composure
• Job Knowledge & Personal Development: Stays current with industry practices and seeks out opportunities to grow
• Flexibility & Dependability: Reliable, accountable, and able to adapt as priorities shift

There will be periodic requirements to travel for in-person events at your manager's discretion or the company's requirement.

Come join the Goddard Systems, LLC (GSL) corporate team! We're a great place to work, offering meaningful career opportunities, employee-friendly perks, and competitive benefits. As the manager of The Goddard School franchise system, GSL supports more than 675 schools in delivering high-quality, play-based early childhood education to children and families across the United States. Our successful franchise business model is built on strong partnerships with franchisees and supported by experienced professionals in business, marketing, IT, franchise operations, finance, and education. Together, we help create joyful, supportive environments where children flourish. Today, The Goddard School serves more than 90,000 students across 38 states, and we're continuing to grow.