Senior Technical Support Specialist, Khan Academy

• 5+ years of experience in customer support, technical support, or a related field, ideally in an EdTech or consumer app environment
• Hands-on experience with Zendesk or a comparable support ticketing platform, including account configuration and management — not just day-to-day use
• Experience supporting educational deployments — including rostering platforms (e.g., Clever, ClassLink), mobile device management (e.g., JAMF, Mosyle), and admin consoles (e.g., Google Admin, Apple School Manager) — or a demonstrated ability to learn complex technical ecosystems quickly
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
• Strong analytical mindset — comfortable using ticket data, trends, and user feedback to identify patterns and inform decisions
• Exceptional attention to detail and strong follow-through
• A self-starter who thrives with ownership and can manage multiple priorities in a fast-moving environment
• Motivated by the Khan Academy mission “to provide a free world-class education for anyone, anywhere."
• Proven cross-cultural competency skills demonstrating self-awareness, awareness of other, and the ability to adopt inclusive perspectives, attitudes, and behaviors to drive inclusion and belonging throughout the organization
• A collaborative team player who works well across Product, Engineering, and Partnerships teams

Desirable

• The Senior Technical Support Specialist will serve as the primary owner of the Khan Academy Kids support function — the trusted first point of contact for our users and a strategic partner to our Product, Engineering, and Partnerships teams
• This is a build role: you'll own the end-to-end support experience for Khan Kids — designing the systems and processes that make it run, while staying in the work yourself across everything from individual parent inquiries to district-level app deployments and product release readiness
• This role supports all of Khan Kids' audiences. You'll context-switch between a parent troubleshooting an app issue and a district IT admin navigating a Clever integration, and you'll bring the same care, technical fluency, and follow-through to both. You'll also serve as the internal voice of our users, surfacing trends and insights that directly inform how we build and improve our product
• The approximate time allocations below reflect a typical distribution, but will shift seasonally based on user needs. For example, during back-to-school season, district and partner support will naturally take a larger share of focus
• Grassroots User Support (~40%)
• Own our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses, while also configuring workflows, macros, and tagging taxonomies to handle growing volume efficiently
• Define, track, and report on core support metrics — including first response time, resolution time, and ticket volume — using data and AI tools to surface patterns, drive process improvements, and bring structured insights to Product and Engineering
• Surface, replicate, and document user-reported bugs and ticket trends, serving as the go-between for users and the Product and Engineering teams to ensure issues are tracked, resolved, and informing the roadmap
• Maintain and improve our Help Center and technical user guides — writing and updating support articles, FAQs, troubleshooting guides, release notes, and device-specific resources (e.g., Google Admin Console guides for Chromebook deployments) — leveraging AI tools for efficient content creation
• Serve as first responder for user-facing incidents — coordinating with Engineering on triage, communicating status to affected users and partners, and documenting post-mortems
• Conduct regular testing of the Khan Kids app experience, including structured competitor analysis of peer apps, to proactively surface friction points and keep support content accurate as the product evolves
• Partner & District Support (~40%)
• Support district rostering via Clever and manual methods, serving as a knowledgeable resource for district IT administrators navigating app deployment and setup
• Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed to resolve complex issues
• Collaborate with our District Success Team to write and maintain district-facing support resources, ensuring partners have what they need to successfully deploy and scale Khan Kids in their schools
• Build and maintain positive relationships with district and school partners, ensuring a high level of satisfaction and long-term engagement
• Product Release Support (~20%)
• Partner with Product and Engineering to coordinate QA testing ahead of app updates, new features, and content launches — and develop corresponding support resources so users and partners are prepared from day one
• Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes