Technical Support Specialist

About the role

SchoolMint is seeking a Tier 1 Technical Support Specialist to be the first point of contact for its diverse customer base, including large U.S. school districts. You will diagnose technical challenges, understand customer workflows, and deliver timely, consultative solutions while building deep product expertise.

Key responsibilities

• Respond to customer inquiries via tickets, email, phone, and live chat as the primary support owner.
• Investigate issues by asking diagnostic questions, reproducing behavior, and reviewing system information.
• Distinguish between user error, configuration issues, expected behavior, and potential defects.
• Research unfamiliar problems using documentation, internal resources, and testing environments before escalation.
• Resolve Tier 1 issues and collaborate with Tier 2/3 specialists for deeper investigations.
• Follow up with customers to confirm resolution and reinforce confidence.
• Identify recurring issues, documentation gaps, and process improvements to enhance product and self‑service resources.

Required profile

• Experience in Tier 1 technical support or help‑desk environments.
• Strong analytical mindset with the ability to ask thoughtful diagnostic questions.
• Excellent communication skills to ensure customers feel heard and informed.
• Proactive attitude toward learning product details and improving support processes.

Required skills

What we offer

• Remote work option from San Jose, Costa Rica or hybrid arrangement in Lafayette, LA.
• Opportunity to work with a leading education‑technology platform serving over 16,000 schools.
• Collaborative culture grounded in core values such as “No Jerks, Period” and “Be Heroic”.