Support Specialist

Job Title: Support Specialist

Location: Remote; must live in the California region

Employment Type: Full-Time

Reports To:  Impact Director

About Us:

Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring, consistently delivering effect sizes over 0.4.

Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for students. The platform serves as a school district’s Intelligent Growth Engine, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum.

Unlike any other edtech tool, Amira continuously identifies each student’s skill gaps and collaborates with teachers to build lesson plans aligned with district curricula, pulling directly from the district’s high-quality instructional materials. Teachers can finally differentiate instruction with evidence and ease, and students get the 1:1 practice they specifically need, whether they are excelling or working below grade level. 

Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers. 

Mission:
To provide rapid, accurate, and empathetic technical support to assigned districts, ensuring the seamless technical operation of the Amira platform. The Support Specialist serves as the primary technical liaison, building trust with district IT departments and removing all technology-related barriers to success.

Essential Functions:

• Technical Issue Resolution: Act as the frontline problem-solver for all inbound technical support requests from the pod's assigned districts, managing tickets from initial triage to final resolution.

• Technical Onboarding: Own and manage the technical aspects of implementation, including student information system (SIS) integration, rostering, and Single Sign-On (SSO) configuration.

• IT Partnership Management: Build and maintain strong, proactive relationships with key technical contacts within district IT departments.

• Proactive System Monitoring: Monitor system performance and logs for assigned districts to proactively identify and address potential technical issues before they impact users.

• Knowledge Management: Document technical issues, solutions, and district-specific configurations in the internal knowledge base to improve team efficiency and scalability.

Qualifications (Education and Experience):

• 2-4 years of experience in a technical support, IT help desk, or similar role, preferably in a SaaS or EdTech company.

• Strong troubleshooting and problem-solving skills.

• Experience with ticketing systems (e.g., Salesforce, Jira) and remote support tools.

• Familiarity with school district IT environments, including SIS platforms (e.g., PowerSchool, Infinite Campus) and rostering standards (e.g., OneRoster, Clever).

• Excellent written and verbal communication skills, with an ability to explain complex technical concepts to non-technical users.

• There will be some travel associated with this role

Key Performance Indicators (KPIs):

• Time-to-Resolution (TTR) for support tickets.

• Customer Satisfaction (CSAT) on support interactions

• Portfolio-level Customer Health Score

• Service Level Agreement (SLA) adherence.

Benefits:

• Competitive Salary

• Medical, dental, and vision benefits

• 401(k) with company matching

• Flexible time off

• Stock option ownership

• Cutting-edge work

• The opportunity to help children around the world reach their full potential

Commitment to Diversity:

Amira Learning serves a diverse group of students and educators across the United States and internationally. We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. We are proud to be an equal opportunity employer.

The posted salary range reflects the minimum and maximum base salary the company reasonably expects to pay for this role. Salary ranges are determined by role, level, and location. Individual pay is based on location, job-related skills, experience, and relevant education or training. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other status protected by law.