About Us
Ednition was founded in 2021 by experienced edtech entrepreneurs to solve the edtech stack challenge. RosterStream’s Infrastructure, Observability, and Automation puts Rostering, Data Integration, and Interoperability on Cruise Control.
The Role in a Nutshell
We are looking for a technically savvy, experienced professional to join our support team and eventually evolve into a key player for our Professional Services arm. You’ll start by mastering our product through the lens of our users—tackling everything from “How do I reset my password?” to complex data integrations. As you become a product expert, your role will expand. You won’t just be answering tickets, you’ll be managing implementations, leading professional services projects, and ensuring our partners are set up for long-term success.
What You’ll Do
- Crush the Queue: Provide fast, empathetic, and highly accurate technical support via direct messaging channels like Slack.
- Bridge the Gap: Translate complex technical jargon into “human” for our users, while providing detailed bug reports and feature requests for our product and engineering teams.
- Become a Product Expert: By helping customers through their questions and issues, you will become an expert at what our platform does and how to use it effectively. You will perform QA procedures to ensure new code works as expected and does not cause a regression for existing features.
- Project Leadership: Move beyond the ticket queue to manage professional services projects, including custom setups and high-stakes onboardings.
- Documentation: Create and maintain internal and external knowledge base articles so we (and our users) can solve problems faster.
- Scale High: Actively look for ways to automate repetitive tasks and improve the support workflow
Who You Are
- Experienced: You have 3+ years in technical support or a client-facing technical role. You aren’t looking for a “starter” job, you’re looking for a place to
exert your influence. - Problem Solver: You aren’t afraid to get your hands dirty to solve complex problems with critical thinking and technical know-how. You know how to use the resources at your disposal to find a root cause, identify possible solutions, and implement the right one.
- EdTech Savvy: You understand the unique rhythm of the school year. Experience with school roster data (e.g., Clever, ClassLink, OneRoster, or direct SIS integrations) is a massive plus.
- Project Minded: You don't just close tickets; you see the "big picture." You have the organizational skills to manage multiple projects simultaneously without dropping the ball.
- Communication Pro: You can explain a database error to an educator or district IT admin and a feature request to a developer—and both will understand you perfectly. You can communicate your point quickly and effectively both in writing, and on camera.
- Adaptable: You are comfortable with a "startup" pace where roles evolve and you get to have a hand in shaping the future of the department.
Technical Toolkit
- Experience with ticketing systems (Zendesk, Hubspot, etc.).
- Experience with at least one scripting or query language (Python, SQL, etc.).
- Comfortable with: data pipeline basics, JSON, CSV formats, REST APIs and API integration tools (Postman, Insomnia, etc.), event-driven and pub-sub design patterns (webhooks, Kafka, .etc.), relational data models including OneRoster, Clever, and EdFi, cuelang or the ability to learn (with the help of AI tools).
- Strong understanding of data privacy (FERPA/COPPA/GDPR) and security is a plus.
- Experience with new AI tools is a must. We use Claude and Cursor. You have to be able to leverage these tools to increase productivity in a fast-paced startup environment.
What We Offer
- Opportunity to be part of a fun, fast-paced edtech startup, and build a culture and environment where people thrive and grow.
- Medical Insurance that fits your needs.
- Career growth opportunities.
How to Apply
careers@ednition.com
