Customer Support Advisor - Tier III

Welcome to Screencastify, a leading educational technology company dedicated to improving communication and learning outcomes with video. We serve K-12 educators and help scale teachers while being an easy‑to‑use solution. With over 15 M users, we are seeking a solutions‑oriented Customer Support Advisor – Tier III to join our squad.

We build the simplest and most reliable screen recorder in the world and are expanding our solutions with new goals, features, and products. As a senior individual contributor, you will handle tickets and Tier I escalations, serve as a technical resource for the support team, and support the Head of Customer Support through execution and insight.

• Manage a ticket queue, including complex cases and Tier I escalations.
• Review, resolve, or guide escalated tickets with clear next steps.
• Handle time‑sensitive or high‑impact customer issues.
• Investigate complex issues related to browser behavior, Chrome extensions, licensing, permissions, and integrations.
• Determine root causes and involve Engineering when needed.
• Submit high‑quality Jira tickets with clear documentation and reproduction steps.
• Communicate technical findings and limitations clearly and empathetically to customers.
• Provide technical guidance and subject‑matter expertise to Tier I and Tier II advisors.
• Share best practices and troubleshooting approaches informally.
• Contribute to internal documentation and Help Center content to reduce repeat issues.
• Surface trends, risks, and recurring issues with supporting examples.
• Provide input on workflow and tooling improvements.
• Support rollout and adoption of new processes defined by Support leadership.

• 3‑5+ years of experience in Customer or Technical Support within a SaaS environment.
• Experience managing ticket queues and handling escalations.
• Familiarity with Zendesk, Jira, and knowledge‑base tools.
• Confidence troubleshooting complex, web‑based products.
• Collaborated closely with Engineering and Product teams to resolve issues and improve outcomes.
• Excellent written communication with strong customer empathy.
• Experience supporting technology and Google Workspace‑based tools (preferred).
• Experience contributing to documentation or process improvements (preferred).

This is a Chicago‑based hybrid position with 3 days a week in the office.

We are results‑focused, accountable, and committed to speed. We value problem solving, innovation, and a supportive culture. We aim to treat colleagues exceptionally well and strive to bring solutions to the forefront.

The expected salary for this role starts at $75,000. Final compensation may vary based on experience and qualifications.

• Competitive Compensation.
• 401(k) with match and annual performance bonus opportunity.
• Flexible Time Off (FTO) Policy.
• Parental Leave.
• Medical, Dental, and Vision Insurance plus free One Medical membership.
• Divvy Bike Membership for Chicago employees.

Screencastify is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status, or any other characteristic protected by federal, state or local law.