(Remote) EdTech Customer Success & Technical Support Specialist

We are looking for an experienced education technology Customer Success & Technical Support Specialist to be the key contact for our customer support and technical support function. This is a hybrid role that blends relationship-driven customer success with hands-on technical troubleshooting. You will own customer communication from inbound support tickets, diagnose and resolve technical issues with our LMS-integrated products, install and configure our products in customers’ LMS environments, and drive onboarding and proactive, ongoing customer success.

On any given day you might walk a customer through an LTI integration, dig into logs to isolate the root cause of an issue, configure single sign-on, and lead a quarterly business review. When you join our team, you become an expert on our products, customers, and the latest industry trends.

Responsibilities

Customer Support & Success

• Manage inbound support tickets in a timely manner, meeting or exceeding our SLA.
• Respond to customer issues via HubSpot, our support portal, email, and Zoom.
• Follow up with customers to ensure issues are fully resolved and document resolutions.
• Train and onboard new customers, instructors, and LMS administrators.
• Develop and execute a 30/60/90 day proactive success plan to drive product adoption.
• Schedule and lead regular business reviews with key customers.
• Be a key player in securing renewals by building strong relationships with key decision-makers and supporting our user base.

Technical Support

• Serve as technical support: triage, reproduce, troubleshoot, and resolve product and integration issues before escalating.
• Develop a deep understanding of our software suite to effectively guide customers on product best practices and optimal workflows.
• Install, configure, and test Atomic Jolt products (e.g., Atomic Assessments, Atomic Search) for new customers and trial users within their LMS, including Canvas and Brightspace.
• Configure and troubleshoot LTI 1.3 / LTI Advantage integrations, single sign-on (SSO), and developer key / API setup between our products and customer LMS environments.
• Investigate issues by reading application logs, inspecting browser developer tools and network requests, and reviewing API responses to isolate root cause.
• Perform light scripting and use API calls or admin tooling to diagnose, replicate, and resolve customer-reported issues.
• Document clear, reproducible bug reports and escalate to Engineering with the detail needed for fast resolution; track issues through to closure.
• Maintain and contribute to internal and customer-facing technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor product health, communicate status during outages, and follow the documented escalation plan.
• Capture trends and product needs from customer interactions and relay feature requests and recurring issues to the Product team.

Do you have experience in Zoom?, * 3+ years of experience in a customer success, technical support, or LMS administration role, or experience within an educational institution supporting instructors and staff.

• High degree of technical acumen with a demonstrated ability to troubleshoot software and integration issues.
• LMS proficiency with hands-on LTI integration experience (Canvas and/or Brightspace strongly preferred).
• Familiarity with troubleshooting web applications: reading logs, using browser developer tools, and interpreting API requests and responses (e.g., REST, JSON).
• Experience with SSO / authentication standards (LTI, OAuth, SAML) is a strong plus.
• Comfort with basic scripting or working knowledge of HTML/CSS/JavaScript is a plus.
• Experience with support and CRM tooling such as HubSpot.
• Ability to work a consistent schedule during standard business hours.
• Willingness to travel to conference 1-3 times a year, * Life-long learner who enjoys building deep technical product expertise.
• Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong problem-solving and analytical capability; methodical when isolating the root cause of an issue.
• Ability to maintain accuracy, calmness, and attention to detail in a fast-paced environment.
• Strong organizational and time-management skills, with the ability to multitask and prioritize across support and success work.
• Enjoy collaborating with a wide range of people and disciplines, including Engineering and Product.
• Feel a sense of ownership and pride in supporting customer needs and resolving technical issues., * customer success: 3 years (Required)
• technical support, or LMS administration role: 3 years (Required)
• LMS proficiency with hands-on LTI integration: 3 years (Required)
• EdTech: 1 year (Required)

4.54.5 out of 5 stars Hybrid work $60,000 - $75,000 a year - Full-time, Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• 401(k) matching
• Paid time off
• Disability insurance
• Profit sharing, * Competitive compensation
• Insurance bonus
• Paid holidays
• Paid Time Off
• Maternity / Paternity Leave
• 401K
• Profit Sharing
• Life and Disability Insurance, * 401(k) matching
• Flexible schedule
• Paid time off
• Parental leave

Atomic Jolt has been developing software products for educational organizations for over 10 years. Our education technology products - including Atomic Assessments and Atomic Search - along with our custom development and curriculum services, support effective teaching and learning for Higher Education, K-12, EdTech, and Government organizations. Our tools are LTI-compliant and integrate directly into leading Learning Management Systems, including Canvas (Instructure) and Brightspace (D2L).