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Tier II Technical Support Engineer (Remote)

Teaching Strategies
Bethesda, MD
  • Expired: May 27, 2022. Applications are no longer accepted.

Be a Part of our Team!

Join a working family that is dedicated to the mission of the work we do!

Teaching Strategies is an innovative edtech organization focused on connecting teachers, children, and families. As front runners in the early childhood education market, we build dynamic, top-quality digital products that integrate all of the essential elements of a high-quality solution: curriculum, assessment, professional development, and family engagement. We are building a team of results-oriented individuals who will thrive in a collaborative, work-hard/play-hard culture. We pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is, teaching children to become creative, confident thinkers.

Position Overview

The Tier II Technical Support Engineer position is an escalation point for Teaching Strategies customers and Tier I support teams that require further assistance when experiencing technical or user issues with Teaching Strategies products or solutions. The Tier II staff will engage with Teaching Strategies customers to solve issues, identify bugs through replication and testing, escalate into the support management chain, strictly adhere to SLA timelines and processes, and drive closure to the most comprehensive and problematic issues.

Specific Roles & Responsibilities:

  • Takes ownership of technical issues by troubleshooting and qualifying cases before escalating to higher Tiers
  • Follows internal and external SLAs, timelines, and processes, providing documentation and transparency throughout
  • Provides recommendations and best practices for emerging opportunities to assist with Customer Success
  • Consults technical documentation, bulletins, and release notes for communicating and troubleshooting known issues
  • Follows up on technical cases via escalation and manages the right expectation until closure of the cases
  • Provides systems and business training to peer engineers and identifies coaching opportunities for Tier 1 staff; coaching departments to support TS initiatives
  • Provides customer focused support with a high level of comfort and expertise reaching out by phone, chat, or email to customer development and implementation teams

Qualifications:

  • Bachelor's degree in computer and information sciences, education, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
  • Basic level knowledge of databases (SQL, MySQL)
  • Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management)
  • Basic experience with Web Technologies
  • Basic experience with programming/scripting is desirable, but not required
  • General proficiency with Microsoft Office Suite of products
  • Good writing skills for email communications and for documenting in ticketing systems.

Why Teaching Strategies

At Teaching Strategies, our solutions and services are only as strong as the teams that create them. By bringing passion, dedication, and creativity to your job every day, there's no telling what you can do and where you can go! We provide a competitive compensation and benefits package, flexible work schedules, opportunities to engage with co-workers, access to career advancement and professional development opportunities, and the chance to make a difference in the communities we serve.

Let's open the door to your career at Teaching Strategies!

Some additional benefits & perks while working with Teaching Strategies

Teaching Strategies offers our employees a robust suite of benefits and other perks which include:

  • Competitive compensation package, including participating in our Employee Equity Appreciation Program
  • Flexible working environment
  • Flexible paid time off
  • Company-sponsored events
  • Professional development and growth opportunities
  • Tuition assistance
  • Medical, dental, and vision coverage for spouses, domestic partners, and children
  • Pre-tax medical and dependent care flexible spending accounts (FSA)
  • Health savings accounts with employer contributions
  • 401(k) plan with employer match
  • Company-sponsored life, short and long term disability insurance
  • Voluntary life and critical illness insurance
  • Paid parental leave programs

Teaching Strategies, LLC is committed to creating a diverse workplace and is proud to be an equal opportunity employer of Minorities, all Genders, Protected Veterans, and Individuals with Disabilities.

Employment Type: FULL_TIME

Teaching Strategies

Address

Bethesda, MD
USA

Industry

Technology

View all jobs at Teaching Strategies