Technical Support Engineer
21 hours ago
Wayground (formerly Quizizz) is one of the fastest-growing EdTech platforms in the world. Our team is on a mission to empower every educator to motivate every learner in the world. Our platform offers engaging and interactive quiz-based learning experiences and is used by more than 75 million people every month in over 180 countries, including 90% of U.S. schools. We have phenomenal investors, we're profitable, and we're committed to growing and improving every day.
With a commitment to fostering active learning, and taking Wayground to more learners across the globe. If you're excited about education and international SaaS and want to build towards a mission that you can be proud of, then Wayground is the right place for you.
What you'll do...
- Troubleshoot, triage, and qualify technical cases before escalating to Engineering by assessing severity, business impact, and required expertise, and systematically organizing issues for efficient resolution.
- Lead root cause investigations by gathering comprehensive diagnostics, obtaining relevant logs, and replicating reported bugs to ensure thorough analysis.
- Communicate clearly and proactively with both technical teams and customers, including joining calls with Customers, Engineering, and Product as needed to ensure full context and set accurate expectations.
- Identify repeatable manual processes in support and collaborate on developing scripts, self-serve tools, and streamlined workflows to reduce bugs ticket volume and improve resolution times.
- Create and maintain robust knowledge bases, troubleshooting guides, and FAQs for both internal and external audiences.
- Work closely with Product and Engineering teams to address recurring technical issues, driving systemic and long-term fixes to improve the overall product experience.
Who you are...
- · You must have at least 2+ years of experience in technical support or product support for SaaS, web, or mobile applications.
- Experience triaging, qualifying, and resolving technical issues within a support or engineering environment. Strong API debugging, Deep tech troubleshooting & backend logic understanding.
- Excellent written and verbal communication skills, capable of explaining technical issues to both technical and non-technical stakeholders.
- Comfortable participating in calls with customers, engineering, and product teams to clarify complex scenarios and set expectations.
- Experience in creating high quality documentation, troubleshooting guides, and FAQs for both internal and customer-facing purposes
- You have prior experience/exposure to QA, automation & Scripting
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