Tier III Data Technical Support Specialist (Remote)

Job Description

Who We Are & What We Do: 

Branching Minds’ mission is to empower all educators to effectively, efficiently and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Already supporting over 1,500,000 students across 200+ districts from 30 states, our vision is to be the most impactful national K12 school district solution for achieving high-fidelity RTI/MTSS; consistently demonstrating our ability to save teachers planning/documenting time, improve outcomes of our students, and eliminate achievement gaps.

As a startup, we don’t have to play by the rules of traditional organizations. We get to be innovative in the solutions we develop for our partners and the way we conduct our business for ourselves. Branching Minds is also a Benefit corporation, we get to prioritize our mission > profit, and the means of getting there is just as important as the ends. We err towards self management, transparency, collaboration, initiative, and giving a damn.

If using innovation to reimagine education in service of equity energizes you -- join our team!

The Calling:

At its core, this role is committed to helping connect the dots and untangle knots of advanced technical and data  issues for our customers and internal teams. This position is for someone who has a high level of technical proficiency, enjoys new problem-solving challenges, and wants to stay close to customers at a fast-growing company. Reporting into the Director of Customer Support, this role plays a crucial part in ensuring clarity and consistency in our operational procedures, fostering a streamlined and efficient work environment while resolving complex data issues for internal and external clients.

What You Will Achieve:

• Own and resolve escalated technical data support tickets escalated from internal data teams. Additionally, collaborate directly with customers to resolve data issues
• Communicate complex technical information in user-friendly ways to both technical, non-technical customers and internal team members
• Identify and diagnose complex technical data issues and provide timely solutions to both internal and external customers in a professional manner
• Handle escalated data services tickets and customer reported issues internally, prioritize and triage them to the appropriate engineering team
• Provide additional support by leveraging expertise in data troubleshooting processes and internal tools
• Work closely with Product and Engineering teams to acquire in-depth knowledge of tool functionalities and nuances
• Review ingestion errors and escalate to the appropriate teams in a timely manner
• Identify the appropriate cross-functional team members to support troubleshooting data issues as needed
• Support Data Services Specialists on technical troubleshooting and trainings
• Work closely with the Customer Success Team and Data Implementation Team to prioritize issues resolution and maintain a high level of customer satisfaction
• Resolve inquiries via live chat, video call and email by delivering exceptional customer support in accordance with our quality guidelines and consistent with our Core Values
• Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
• Work closely with Tier 3 Technical Support Specialists on troubleshooting, data ingestions and data removal to ensure user has accurate data on the platform
• Develop and maintain detailed documentation on data troubleshooting processes
• Collaborate with cross-functional teams to gather information and insights for comprehensive troubleshooting guides
• Ensure that troubleshooting documentation is accurate, up-to-date, and easily understandable by both technical and non-technical stakeholders
• Additional responsibilities may be assigned as needed

Requirements

Ideal Candidates:

• Experience with troubleshooting Postgres-based applications, including debugging ETL pipelines
• Hands-on experience with Databricks, including debugging ETL pipelines and workflows, and leveraging notebooks for troubleshooting.
• Strong understanding of data engineering workflows and troubleshooting tools for data ingress/egress.
• Advanced knowledge of SQL for writing and optimizing complex queries.
• Familiarity with API debugging and data-sharing mechanisms such as sFTP and REST APIs.
• Have a foundational understanding of data architecture, including how systems integrate and share data to support operational and analytics workflows
• Flexibility in adapting to different tools, a quick grasp of technology, a readiness to delve deep, experiment rapidly, and accomplish tasks efficiently
• Advanced proficiency with triaging, responding to, troubleshooting, and resolving support tickets
• Strong attention to detail and the ability to convey complex information in a clear and concise manner
• Strong ability to collaborate and thrive within a team environment
• Proven ability to mentor and lead others to action on key initiatives
• Strong ability to learn new technologies and concepts quickly
• Proven ability to manage multiple competing priorities
• Proven ability to de-escalate sensitive customer situations
• ​​Enjoy working in customer-facing roles where you interact with a variety of different stakeholders (teachers, school administrators, IT staff, etc.)
• Exhibit good judgment, are punctual and concise with their communication when explaining technical concepts

Why We Want You: 

• 3+ years of work experience in a technical support and customer-facing role
• Familiarity with EdTech data standards, including OneRoster and EdFi
• Proficiency in cloud-based data platforms, including leveraging tools like Databricks and Postgres for data analytics and troubleshooting.
• Enjoy learning and working with new technology platforms
• Have a desire to become a product expert that is highly organized and detail oriented
• Able to quickly develop an understanding of customers’ objectives through effective listening and questioning skills to provide a customized solution
• Excel at working in a dynamic and ever-changing environment as the business grows and evolves
• Passionate about supporting (and being patient with) teachers, administrators, and school districts
• Strong communication skills and an ability to convey complex technical information in user-friendly ways

Lucky Us If You:

(No biggie if you don’t)

• Have an understanding of educators and their day-to-day responsibilities.
• Engineering degree/ experience is a big plus
• Advanced proficiency with a Service Desk platform (bonus if you have experience with Intercom)
• Understanding live chat etiquette and nuances
• Previously worked in K-12 and/or EdTech
• Certifications in data engineering or analytics (e.g., AWS, Databricks, GCP) are a plus
• Demonstrated ability to independently manage and resolve complex data pipeline and database issues, with a focus on supporting operational teams.
• Experience with Python (or similar scripting languages) for automating data validation and troubleshooting.

Interview Process:

If we are a match you can expect a total of 4 steps in the interview process after the initial application

• 30-minute Video/Phone Interview with the Director of Customer Support
• An assignment to assess technical and customer support competency
• 45-minute Deep Dive with cross-functional team leads 
• 60-minute Final Round interview with members of the Data Services and Customer Support teams

Benefits

What We Offer You:

• Check out our Benefits & Perks
• Fully remote!

• An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.

• Base annual compensation for this role is $75,000 to $80,000 based on experience and expertise as well as geographic location.

Studies show that women, communities of color, and historically underrepresented individuals tend to hesitate applying for jobs unless they meet all listed qualifications. At Branching Minds, we prioritize cultivating a diverse, inclusive, and supportive culture. Therefore, if you're passionate about the role but your previous experience doesn't perfectly align with every qualification in the job description, we still urge you to apply. You may be a strong fit for this position or other opportunities within our organization.

In Our Own Words, We Are...

Independent, Relaxed, Ownership, Flexibility, Always Learning, Casual, Adaptable, “Best Idea Wins,” Passionate, Dedicated, Very Capable/Competent, Efficient, Communicative, Welcoming, Caring, Scrappy, Friendly, Co-operative, Agile, Supportive, Principle-Driven, Respectful, Practical, Attentive, Funny, Self-Motivated, Silly Parrots.

Our Commitment to Diversity, Equity & Inclusion

At Branching Minds, a diverse, inclusive, and equitable workplace is one where everyone, regardless of their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, professional and life experiences, disabilities, and abilities; feels valued and respected. We are proud to be an equal-opportunity employer that is committed to continuing to create a diverse, inclusive, and equitable environment.

Our Commitment to People with Disabilities

Branching Minds is committed to disability inclusion, and to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at info@branchingminds.com

E-Verify

Branching Minds participates in the E-Verify program, which is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies the employment eligibility of newly hired employees by comparing information entered by the employer on the Form I-9, Employment Eligibility Verification, against records available to DHS and SSA to confirm employment eligibility. Please click the following links to learn more: E-Verify Participation; Right to Work

We are proud to be Great Place To Work® Certified™.