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 Specialist 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 partner with Product and Engineering to escalate and drive fixes when needed.
This role is adecuado 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)
- Assist with (and ideally lead) LTI installs, configuration, and validation in university environments
- Reproduce issues, collect logs/context, and write crisp bug reports for Engineering
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
- Track recurring issues and propose fixes: better docs, product improvements, or automation
- Contribute to a scalable support knowledge base (FAQs, troubleshooting guides)
Requirements
- 2+ years in a customer support / technical support / support engineering role (B2B SaaS preferred)
- Comfortable in a technical support environment (APIs/integrations, authentication concepts, structured troubleshooting)
- Strong written communication: you can explain technical topics clearly to non-technical users
- Organized and detail-oriented: you follow up reliably and keep systems clean
- Ability to work cross-functionally with Product/Engineering and translate customer pain into actionable context
- Based in Barcelona, Amsterdam, or Vilnius (or able to work from one of these locations)
- EdTech experience (especially higher education)
- Hands-on experience with LTI integrations and LMS admin environments
- Familiarity with CRMs/helpdesks and workflow automation (HubSpot strongly preferred)
How we work
- Open, asynchronous communication: all communication happens in public channels by default. We have very few meetings and rely on async communication.
- Strong team spirit: we’re a team full of fantastic humans. Everyone at LearnWise loves and cares deeply about what they’re doing.
- Small team, big ownership: you’ll own key outcomes end-to-end. We don’t hold hands or micromanage, we make sure you have the support you need to thrive.
- Quality and speed: “good enough” is often better than perfect. Delivering real value to our customers is often more important than a pristine process.
Compensation & benefits
- Competitive base salary
- Remote-first setup within EU with flexibility and autonomy
- Collaborate daily with a high-performing, experienced team where your ideas are valued
- Opportunity to shape our customer success function and influence product direction
- Work on innovative AI solutions that create real impact for educators and students
- Growth opportunities in a fast-growing company
Hiring Process
- Intro chat (15–20 min): a quick conversation to learn more about you and the role.
- Role deep dive (30–45 min): conversation with the Head of Customer Success focused on onboarding/retention experience, how you manage a book of business, and how you work cross-functionally.
- Practical exercise (45–60 min): case-style assignment following a panel debrief
- Culture/leadership chat (30 min): meet another founder or leader to ensure mutual fit.
- Offer.
If you’re excited to help universities succeed with LearnWise and you enjoy solving technical problems with urgency and empathy, we’d love to hear from you!