Technical Support Engineer

Reporting to the Manager, Technical Support and Escalations, the Technical Support Engineer will act as Tier II technical support within the digital organization team. This position will resolve technical issues escalated from customer-facing teams and will ensure the stability and improvement of our platform by collaborating across departments., * Troubleshoot and resolve technical support tickets escalated from the Tier I support team.

• Communicate issue status, known problems, and trends with Tier I/Success stakeholders
• Conduct technical training sessions to enable quicker issue resolution by frontline support teams.
• Perform quality assurance on escalated tickets and identify coaching or process improvement opportunities.
• Collaborate with Product Engineering teams to stay informed on upcoming releases and feature changes.
• Document research and issue resolution procedures for knowledge sharing.
• Identify, reproduce, and escalate confirmed bugs to QA/Development workstreams.
• Perform initial rostering and error review/handling for new and returning customers each new school year.

• 1+ years of experience supporting or working with a customer-facing SaaS platform
• Strong troubleshooting skills, including the ability to query relational databases, review logs, and analyze dashboards
• Demonstrated ability to manage multiple tasks and prioritize incoming support requests
• Professional verbal and written communication skills; this is a customer-facing role
• Comfortable with cross-functional collaboration across engineering and customer support teams

Preferred Qualifications

• AWS Cloud Practitioner certification or equivalent knowledge
• Prior experience in the EdTech industry

Required Education

Bachelor’s degree

The expected base salary range for this position is $57,000-$61,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.

Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content-and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms.

We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.

We are committed to usability, coherence, and practical implementation-supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.

What We Build

Our products-Eureka Math and Eureka Math², Wit & Wisdom, Geodes, and the newly launched Arts & Letters ELA-are trusted by thousands of schools and districts nationwide.

• Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.
• Wit & Wisdom® and Arts & Letters ELA anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.

These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.