Technical Skills
SQL (production-database depth): Strong SQL skills with demonstrated experience investigating production data, joining across schemas, hunting anomalies, and analyzing application logs. Oracle experience preferred. REST API Integration Troubleshooting: Experience diagnosing integration failures, debugging payloads, validating data transfer between systems, and reasoning about retry/idempotency behavior. Programming for Debugging: Working knowledge of at least one language (Python, Java, C#, Java Script) at the level of reading code, interpreting stack traces, and analyzing system logs. Full development experience is not required; debugging fluency is. Hardware and Networking Fundamentals: Comfortable troubleshooting deployed devices, basic networking concepts (firewalls, ports, NAT, DNS), and district-network environments. Direct experience with kiosks, scanners, or similar hardware is a strong plus. Customer-Facing Troubleshooting: Experience resolving issues live with end users — phone, screenshare, email — in a way that builds confidence rather than friction. Enterprise Application Support: Experience supporting enterprise applications in production environments — you understand what production-grade reliability requires. Tools: Proficient in Jira (ticket triage, queue ownership, escalation workflows) and Confluence (documentation authoring, KB structure). Soft Skills Customer Orientation: Curiosity and Problem-Solving: Comfort with Ambiguity: Clear Communicator: Documentation Discipline: Cross-Functional Collaboration: Desired Experience
Bachelor’s degree in computer science, information systems, or related field (or equivalent practical experience).4+ years of experience in technical support, production support, or similar roles in an enterprise software environment.2+ years of hands-on experience querying production databases. Direct experience with EdTech platforms is a strong plus — prior exposure to LMS, SIS, or adjacent education-software systems particularly valued.