Reports to: Head of Solutions Engineering
Work alongside: Customer Success, Product, Engineering, and Sales
Job Description
LearnWise.ai is modernizing higher education with AI-powered virtual assistants, instructor efficiency tools, and student engagement solutions—integrated into the systems universities already use.
We’re looking for a Technical Support Engineer to run our helpdesk and be the first line of defense for customer issues. You’ll own triage and resolution for incoming tickets, troubleshoot technical integrations, and own the Hubspot automations space.
This role is ideal for someone who is detail-oriented, calm under pressure, and relatively technical (you don’t need to be a senior developer, but you’re comfortable debugging, asking the right questions, and working with engineers).
What you’ll do
Helpdesk ownership & ticket resolution
- Own day-to-day ticket intake and customer communication in HubSpot
- Triage, prioritize, and resolve support requests; escalate efficiently when required
- Keep customers informed with clear timelines, troubleshooting steps, and status updates
- Maintain high-quality ticket hygiene: categorization, tagging, severity, and documentation
Technical troubleshooting & integrations
- Troubleshoot common integration issues (LMS environments like Canvas/Brightspace/Moodle, and related configuration)
- Support authentication and access issues (SSO/SAML/OAuth-style flows, permissions, and role setups)
- Triage Bug Report and Feature Request issues using our tooling in order to create quality tickets for engineering
- LTI and integration set up assistance with customers
Support operations & automation
- Improve support workflows: SLAs, escalation paths, macros, templates, and internal runbooks
- Build and maintain HubSpot automations/pipelines to reduce manual work and improve response times