Junior Product Support Engineer - U.S. Remote

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Job Title: Junior Product Support Engineer
Location: U.S. Remote – preferred US-based time zones, CST or EST

Company

Description:

CYPHER Learning is leading the necessary disruption of learning platforms to unleash human potential with modern learning experiences. We exist to ignite lifelong learning passions through personalized, engaging, and limitless learning experiences for all, giving L&D pros and educators more time to teach and train, building human connection into everything we do, and delivering tailored learning experiences that are meaningful and measurable.

We are a fast-growing company with a passion for education and technology.

As a Junior Product Support Engineer at CYPHER Learning, you will serve as the first point of contact for customers experiencing technical issues with our products. You will troubleshoot and resolve common product and configuration questions, escalating more complex cases as needed while ensuring a positive customer experience. This role offers hands‑on exposure to real‑world technical problem solving, close collaboration with engineering and product teams, and a strong foundation for growing technical expertise within a SaaS environment.

It is an ideal opportunity for someone curious, detail‑oriented, and eager to build a career in technology.

• Serve as a first point of contact for customers, providing timely and effective technical support via email and chat.
• Diagnose and resolve common product and configuration issues, ensuring a positive and consistent customer experience.
• Escalate complex or unresolved issues to senior engineers with clear documentation and context to support efficient resolution.
• Accurately document, track, and follow up on support cases, maintaining ownership through to resolution.
• Collaborate with Engineering, Product, and Customer teams to resolve issues, surface recurring themes, and improve product quality.
• Create and maintain knowledge base content, including FAQs and troubleshooting guides, to enable customer self‑service.
• Support pre‑release testing of new features, helping identify issues early and improve product readiness.
• All other duties as assigned.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience required.
• 5+ years of experience in a technical or product support role, preferably supporting SaaS applications in a fast‑paced environment required.
• Working knowledge of web technologies, networking fundamentals, and software troubleshooting, with the ability to diagnose and resolve common technical issues.
• Clear, confident verbal and written communication skills, with the ability to explain technical concepts to non‑technical users and collaborate effectively with cross‑functional stakeholders.
• Demonstrated problem‑solving capability under pressure, including the composure to investigate issues, adapt as priorities shift, and drive effective resolution during critical situations.
• Strong attention to detail and organizational skills, enabling effective prioritization and management of multiple support requests.
• Customer‑focused mindset, positive attitude, and a willingness to continuously learn and expand technical skills.
• Exposure to learning management systems (LMS), eLearning platforms, or HR technology is a plus.
• Experience using ticketing or support tools (such as Zoho or similar platforms) is beneficial.

• Curiosity: Continues learning to stay agile and innovative.
• Connection: Embracing and celebrating our differences.
• Empowerment: Rewarding positive people‑centric behaviors and decisions.
• Potential: Challenging the status quo and pushing for what is possible.
• Impact: Making a positive impact for our clients and communities around the world.

At CYPHER Learning, we believe diversity is essential to innovation and progress. We are committed to creating a workplace where individuals of all backgrounds, identities, and experiences are respected, included, and empowered to thrive. Our culture is built on connection,…