Senior Technical Support Engineer

Company Overview

Respondus develops software that helps protect the integrity of online assessments for universities, K–12 schools, testing organizations, and educational technology companies around the world. Our applications integrate with leading learning and assessment platforms—including Canvas, Brightspace, Blackboard, Moodle, and Schoology—and help secure more than one billion assessments each year.

For more than 20 years, Respondus has remained a profitable, founder-led company focused exclusively on learning integrity. With no outside investors or debt, we make long-term decisions that put our customers, products, and employees first.

If you're looking for the opportunity to solve meaningful technical challenges, work with a highly collaborative team, and make a direct impact on software used by millions of students and educators, we'd love to hear from you.

Position Overview

We are seeking an experienced, technically strong, and customer-focused Senior Technical Support Specialist to join our Technical Support team.

Reporting to the Director of Technical Support, you'll serve as one of the team's senior technical resources, helping investigate complex customer issues, coordinate technical escalations, improve support operations, and contribute to continuous improvement initiatives. As your expertise grows, you'll assume increasing responsibility in shaping how technical support is delivered across the organization.

This role goes beyond answering support tickets. It's ideal for someone who enjoys solving challenging technical problems, collaborating across engineering and product teams, improving processes, communicating with customers, and helping deliver an exceptional customer experience.

We believe outstanding technical support requires more than technical expertise. The people who thrive in this role are calm under pressure, naturally curious, and genuinely enjoy helping others. They listen carefully, ask thoughtful questions, and know how to make frustrated customers feel heard. Even when the solution isn't immediately apparent, they communicate with confidence, empathy, and professionalism, building trust throughout the troubleshooting process.

Continuous improvement is a core part of the role. Beyond resolving customer issues, you'll identify opportunities to improve documentation, streamline workflows, uncover recurring product issues, and strengthen the overall support experience. Like every member of the Respondus Technical Support team, you'll work directly with customers through written support requests, and occasionally via web conferencing. That front-line experience provides the product knowledge and customer perspective that prepares you to take on broader technical and operational responsibilities over time.

We are currently reviewing applicants residing in Arizona, Arkansas, Colorado, Montana, Oregon, Texas, Washington, and Wisconsin.

Key Responsibilities

• After becoming proficient in Tier 1 and 2 support, serve as a primary technical resource for advanced customer support and complex technical escalations.
• Investigate challenging technical issues involving Respondus products, Learning Management Systems, browsers, operating systems, and third-party integrations.
• Reproduce customer issues, identify root causes, and work closely with software developers and product managers to resolve complex technical problems.
• Work closely with the Director of Technical Support to investigate technical issues, coordinate customer escalations, implement process improvements, and support ongoing initiatives within the Technical Support organization.
• Recognize trends across support cases and recommend long-term improvements to products, documentation, workflows, and support processes.
• Build strong customer relationships by communicating with empathy, professionalism, and confidence—even during difficult or high-pressure situations.
• Help customers feel heard by actively listening, asking thoughtful questions, managing expectations, and guiding them toward successful outcomes.
• Review, improve, and expand customer-facing Knowledge Base articles, internal troubleshooting documentation, and support response templates.
• Evaluate emerging AI tools and identify practical ways they can improve documentation, knowledge management, ticket workflows, customer communications, and overall support efficiency while maintaining a high level of personal service.
• Help implement AI-assisted workflows that improve consistency, reduce repetitive work, and enable the team to spend more time solving meaningful customer problems.
• Maintain detailed documentation of investigations, issue resolution, and customer interactions within Zendesk.
• Mentor and support Technical Support Specialists by sharing troubleshooting techniques, product knowledge, and best practices.
• Continue developing expertise in Respondus products, LMS integrations, industry trends, and emerging technologies.

Qualifications

• Five or more years of technical support experience in a SaaS environment, preferably supporting enterprise or education technology software.
• Strong working knowledge of Windows, macOS, browsers, and web-based applications.
• Bachelor’s degree in a related field or equivalent professional experience.
• Demonstrated success handling complex technical troubleshooting, investigations, and customer escalations.
• Exceptional analytical and problem-solving skills with the ability to methodically investigate and resolve challenging technical issues.
• Outstanding written and verbal communication skills.
• A genuine passion for helping customers, with the patience, empathy, and professionalism needed to build trust during difficult support interactions.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Experience collaborating with software developers to investigate product issues and communicate technical findings.
• Experience using Zendesk or a comparable support ticketing platform.
• Highly organized with the ability to prioritize multiple issues in a fast-paced environment.
• Interest in emerging technologies, including generative AI, and experience using AI tools to improve customer support, documentation, or operational efficiency.

Preferred Qualifications

• Experience supporting Learning Management Systems such as Canvas, Brightspace, Blackboard, Moodle, or Schoology.
• Experience writing technical documentation, customer-facing Knowledge Base articles, or troubleshooting guides.
• Experience identifying opportunities to improve support workflows and operational processes.
• Familiarity with networking concepts, browser troubleshooting, and SaaS application support.
• Experience mentoring or coaching other technical support professionals.

Compensation & Benefits

The salary for this role starts at $85,000 per year, with potential for higher compensation based on location and experience. Benefits include a company-paid health plan, vacation package, matching 401(k), and bonus plan.

This is a remote position requiring a distraction-free work environment. Some flexibility is needed to support meetings with colleagues across U.S. time zones and customers globally.

As an equal opportunity employer, Respondus is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, gender identity and expression, veteran status, or other non- job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. However, we cannot hire anyone who needs visa sponsorship.

How to Apply

Please email a cover letter and resume (Word or PDF) to jobs@respondus.com. We place high importance on the cover letter as part of our evaluation process.

We are currently reviewing applicants residing in Arizona, Arkansas, Colorado, Montana, Oregon, Texas, Washington, and Wisconsin.

No phone calls or agencies, please.