We are seeking a Senior Technical Support Specialist with a core focus on software integration and delivery. In this role, your primary mission will be to own the technical setup, configuration, and data mapping required to integrate Top Hat with our institutions. You will ensure seamless software connectivity while supporting broader sales and advanced technical support initiatives.You Will:Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management SystemsLead the technical setup and configuration of integrations for school partners, ensuring successful implementationTroubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches)Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administratorsMonitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our usersOwn the refinement of documentation and best practices for integrationsAnalyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levelsSupport Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questionsProvide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standardsRequirements:2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industryPractical experience working with APIs, JSON, HTTP protocols, and database queries (SQL)Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth)Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferredStrong technical background with experience working closely with Product Managers or EngineersDemonstrated ability to manage high-volume technical support operations, with a focus on proactive problem-solving and customer satisfactionExcellent analytical skills with the ability to interpret data and drive informed decision-makingWhy team members love working at Top Hat:A noble mission that creates meaningful, fulfilling workA team that cares deeply for customers and for each otherFlexible, remote first work environmentProfessional learning and development for all role levelsAn awesome and welcoming Toronto HQCompetitive health benefits that start on day oneA management team focused on performance, growth, engagement and connectionOur winning strategy and market potentialInnovative PTO policy with lots of time and space for self-carePassionate customers that believe in us—and what we doA chance to work with new tech like generative AI—and see the customer impact
4 months ago