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Learning and Support Specialist (PST Timezone)

1 week ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Confluence JIRA Linux macOS
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Poll Everywhere

Poll Everywhere

Poll Everywhere provides real-time audience interaction through web, SMS, and Twitter polling, engaging participants in conferences, presentations, and events with live responses and interactive activities.

Professional Services
51-250
Founded 2008
$0M raised
View All Jobs

Description

  • Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth.
  • Own support issues end-to-end, from initial triage through root cause identification, escalation, and resolution.
  • Troubleshoot live, time-sensitive customer issues through screen shares and real-time escalations.
  • Explain solutions in plain language so customers can resolve similar issues independently.
  • Identify patterns in repeat tickets and reduce recurrence through documentation or education.
  • Surface product gaps, friction points, and customer usage trends to internal teams.
  • Create onboarding guides, how-to resources, and training content for common customer workflows.
  • Run live trainings and webinars and repurpose them into reusable learning content.
  • Turn complex setup flows such as LMS integrations, SSO, and third-party tools into step-by-step guides.
  • Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently.

Requirements

  • 3–5+ years in an instructional design role at a higher education institution or related environment.
  • Instructional Design certification or degree.
  • Experience supporting F500/enterprise or higher education customers.
  • Experience with presentation tools, LMS platforms, and/or enterprise IT environments such as SSO and MDM.
  • Strong troubleshooting skills across multiple operating systems, browsers, and software integrations.
  • Ability to translate technical concepts into clear, accessible language for non-technical users.
  • Experience creating support documentation, help articles, or training content.
  • Comfortable owning issues end-to-end from reproduction through escalation and customer communication.
  • Excellent written and verbal communication skills and the ability to stay empathetic under pressure.
  • Bonus/preferred: experience in a customer-facing technical role at a SaaS company, customer education or enablement background, familiarity with Zendesk, Jira, Confluence, Loom, or similar tools, and prior work bridging Support and Customer Success.

Benefits

  • Annual base salary of $75,000 to $90,000.
  • Comprehensive medical, dental, and vision coverage.
  • 100% employer-paid premiums for the employee base medical plan and 50% coverage for dependents’ medical enrollment.
  • PPO medical, dental, and vision plan options.
  • HSA/FSA availability.
  • Up to a $100 monthly company match to a Health Care FSA or HSA account.

Interested in this position?

Apply directly on the company website

Apply Now

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