Senior Technical Support Specialist, Integrations

🔥 20 hours ago

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Top Hat

WebsiteLinkedInAll Job Openings

201 - 500 employees

Top Hat is transforming student engagement by empowering educators to deliver personalized, meaningful and equitable learning. More than 3 million students at 750 of the top 1,000 colleges and universities in North America have used Top Hat.

📋 Description

• Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems • Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation • Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches) • Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators • Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users • Own the refinement of documentation and best practices for integrations • Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels • Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions • Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards

🎯 Requirements

• 2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industry • Practical experience working with APIs, JSON, HTTP protocols, and database queries (SQL) • Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth) • Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferred • Strong technical background with experience working closely with Product Managers or Engineers • Demonstrated ability to manage high-volume technical support operations, with a focus on proactive problem-solving and customer satisfaction • Excellent analytical skills with the ability to interpret data and drive informed decision-making.

🏖️ Benefits

• Competitive health benefits that start on day one • Professional learning and development for all role levels • Flexible, remote first work environment • Innovative PTO policy with lots of time and space for self-care