Senior Support Engineer (Contractor) - Disability Solutions : Job Details

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com.As a Senior Support Engineer at Amplify, you will join a talented team tackling the toughest problems in education with the best ideas in technology - including solving problems for teachers and students, building new tools for support teams, providing data analysis, and collaborating across teams to ensure seamless implementation and support of Amplify's products.Essential Responsibilities:Make life better for passionate teachers by:

• Work directly with Administrators to ensure students are enrolled accurately - ready for the first day at school!
• Quickly diagnose enrollment, licensing and authentication issues and shepherd them to a rapid resolution
• Building scripts and enhancing APIs to easily resolve complex enrollment issues
• Work with members of the CX teams to resolve customer issues
• Identifying and escalating customer support tickets to product development teams
• Communicating clearly with Product Development teams when escalating customer support issues
• Ensuring customer responses and issue resolutions meet agreed upon SLAs
• Participating in team salons/brainstorming

Help district and school administrators build great schools by:

• Monitoring and analyzing district and school data to proactively find issues and resolve them before they become issues in the classroom
• Work directly with school and district staff to diagnose issues and help develop enrollment solutions in both the short and long-term
• Help districts move from one enrollment source to another, without losing work
• Develop solutions for complex district transitions into a new school year
• Set an example for timely completion of support tickets and stories with quality
• Anticipating and identifying technical and process risks to projects
• Doing what it takes (including rescoping) to drive projects through completion

Learn every day by:

• Implement engineering best practices for all your development work
• Collaborating, pull request-ing, and mentoring on a cross-functional team
• Proactively providing accurate estimates on individual and team efforts
• Working with the team to craft well-written technical stories and spikes
• Participating in cross-team share-outs, brown bags, and workshop series
• Shipping code from your laptop to teammates frequently and confidently
• Analyze issue frequency and patterns and recommend new solution development
• Participating in team first-responder or on-call rotations

Example Projects You Might Work On:

• Troubleshoot complex technical issues with customers and help product resolution develop a solution
• Respond to say-something incidents and help diagnose the cause
• Building scripts and enhancing APIs to enable error-free enrollment source changes
• Developing automated tests for scripts to ensure quality over time
• Help refine processes for support escalation, including developing and enhancing new and existing tools
• Contributing to team-level OKRs, anticipating cross-team dependencies
• Participate in interviews for new Support Engineers
• Providing training to team members and other support teams
• Creating new scripts and process for custom reports
• May act as technical lead as needed

Required Qualifications:

• Bachelor's in Computer Science (can be a related technical field or post-graduate certification), or equivalent personal experience
• Minimum of 4 years of professional experience diagnosing and solving technical issues
• Proven fluency in two or more of: Relational and NoSQL Databases, SQL, Scripting, API Development, Reporting frameworks
• Strong communication skills in writing and conversation
• Experience working with both external customers and internal development teams

Preferred Qualifications:

• Experience with tools we use every day:
  • Programming Languages: Javascript, Node.js, Python
  • Tools and systems: Linux, Docker, AWS, Datadog, Terraform
  • Data stores: Postgres, DynamoDB, AWS S3, Snowflake
  • Reporting Tools: Tableau, Looker
  • Ticketing Systems: Jira, Salesforce
• Experience in education or ed-tech
• Proven passion for building and learning: open source contributions, pet projects, self-education, Stack Overflow

Compensation:The hourly rate for this role is $42.00Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email [email protected].. If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.Amplify is an E-Verify participant.