About the job
Edlink is searching for a Technical Support Specialist to join its Austin-based team. The company builds technology that connects learning platforms and school data systems, supporting over 60 million users across 5,000 districts and universities. As one of the earliest hires, this role will help shape how Edlink grows and serves its clients.
Role overview
This position centers on supporting Edlink’s SMB clients. The Technical Support Specialist manages the support pipeline, coordinates communication between Client Success, Engineering, and clients, and ensures a smooth experience across all touchpoints. Daily work involves live client interactions via Slack, email, and Google Meet, as well as handling a backlog of cases in the ticketing system (Pylon).
The role also involves escalating technical issues by collaborating with developers, documenting JIRA tickets, and troubleshooting API-related concerns. Building a strong understanding of Edlink’s technology, client needs, and industry use cases is essential. As the company evolves, responsibilities may shift to support new initiatives and improvements in process, response times, and customer satisfaction.
What you will do
- Act as the primary contact for SMB clients, delivering high-quality technical support
- Manage the support pipeline and facilitate communication between internal teams and clients
- Engage with clients through Slack, email, and Google Meet, focusing on their experience
- Handle and resolve cases within the Pylon ticketing system
- Work with developers to escalate issues, document JIRAs, and troubleshoot API faults
- Develop a deep understanding of Edlink’s technology stack, client personas, and industry context
- Contribute to ongoing improvements in processes and customer satisfaction
- Support various company initiatives as Edlink grows and adapts
Requirements
- 2-4 years of experience in SaaS support, integrations, technical account management, or customer support
- Ability to understand APIs and explain technical concepts clearly
- Experience troubleshooting workflows across multiple systems and platforms
- Proven ability to independently investigate and resolve issues
