Technical Support Engineer

Overview

Engineer Solutions that Empower Students Are you passionate about technology, troubleshooting, and making an impact in education? Mastery Prep is seeking a Technical Support Engineer to provide high-quality support to both internal teams and external users, ensuring seamless operations across our technology platforms. Join a team dedicated to using technology to empower educators and students nationwide.

In this role, you will serve as a key technical resource for our customers, troubleshooting and resolving complex issues across full-stack web applications. You'll use modern developer tools, databases, and reporting systems to diagnose problems, ensure smooth integrations, and deliver timely solutions. This hands-on position involves collaborating closely with development, QA, and product teams to reproduce and resolve defects, maintaining application stability, and driving continuous improvement.

Success in this role requires both strong technical expertise and clear, empathetic communication, ensuring that every customer interaction leads to a reliable and positive experience.

• Serve as the primary point of escalation for customers issues, addressing their technical inquiries and issues related to full-stack technologies
• Provide timely troubleshooting and resolution of customer-reported bugs in web applications built with Type Script and React
• Diagnose and resolve database-related issues in Postgres
  
  SQL and Firestore, ensuring data integrity and performance optimization
• Document, track, and escalate customer-reported bugs using Gitlab
• Collaborate with development teams to reproduce, diagnose, and resolve software defects
• Lead maintenance engineering
• Work closely with cross-functional teams, including development, QA, and product management, to resolve complex technical issues
• Communicate effectively with customers, providing updates on the status of their requests and issues in a clear and timely manner
• Gather feedback from customers to improve the support process and contribute to product enhancements.

Nearly 90% of low-income students graduate high school without a college-ready ACT or SAT score. Mastery Prep's mission is to level the playing field in education by offering the most effective test preparation available - made accessible to all students.

Through more than 10 successful years of partnering with school districts and institutions on college readiness services and resources, Mastery Prep has surpassed one million students served since the company's founding in 2012.

Mastery Prep increased its student outreach by 70 percent in 2021 and is ranked among the Inc. 5000 "Fastest Growing Companies," featured by "Entrepreneur 360," and selected among the "Growth Leaders" by Louisiana Economic Development.

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
• 2+ years experience as a full-stack engineer
• Strong knowledge of Google Firestore, Postgre
  
  SQL, Type Script, JaveScript, and React
• Experience with SSO, specifically with Security Assertion Markup Language (SAML) protocols
• Proficient in integrating Learning Tools Interoperability (LTI) standards
• Skilled in integrating with Student Information Systems (SIS)
• Familiarity with rostering and integration services in education technology (e.g., Clever, Class Link, Schoology)
• Excellent problem-solving and troubleshooting skills
• Ability to work independently and as part of a team in a fast-paced environment
• Strong communication and collaboration skills
• Familiarity with compliance standards such as FERPA, COPPA or PCI DSS preferred
• Knowledge of secure coding practices and application security testing techniques preferred

• $75,000-$85,000 starting salary based on qualifications
• Opportunity to work with cutting-edge technologies in a collaborative environment
• Flexible work hours and remote work environment
• Professional development opportunities and reimbursement for certifications and training
• Company-sponsored social events and team-building activities
• Employee benefits eligibility (health, disability, AD&D, life insurance)
• Matching 401k
• Paid time off
• Generous paid holidays