Senior Technical Support Specialist, Top Hat
Integrations
Interactive software for higher education
Job no longer available
Interactive software for higher education
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower educators to engage students and unleash their potential.
Role
Who you are
- 2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industry
- Practical experience working with APIs, JSON, HTTP protocols, and database queries (SQL)
- Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth)
- Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferred
- Strong technical background with experience working closely with Product Managers or Engineers
- Demonstrated ability to manage high-volume technical support operations, with a focus on proactive problem-solving and customer satisfaction
- Excellent analytical skills with the ability to interpret data and drive informed decision-making
What the job involves
- We are seeking a Senior Technical Support Specialist with a core focus on software integration and delivery. In this role, your primary mission will be to own the technical setup, configuration, and data mapping required to integrate Top Hat with our institutions. You will ensure seamless software connectivity while supporting broader sales and advanced technical support initiatives
- Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems
- Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation
- Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches)
- Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators
- Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users
- Own the refinement of documentation and best practices for integrations
- Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels
- Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions
- Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards
Our take
Top Hat is at the apex of two major trends in education: the digitisation of platforms for content and the rising costs of higher education for students. By digitising work largely created by professors, Top Hat has delivered engaging content at a lower cost for students across Canada and North America.
Where traditional publishers rely on analogue processes to provide high-quality but largely unengaging, uninteractive and expensive textbooks, Top Hat markets the platform to professors to publish their own interactive multimedia online textbooks. This gives them a cut and builds a holistic student experience on top of it.
The product has now had so much success that Top Hat’s strategy has evolved to include buying those conventional publishers of postsecondary course materials. This means the company can shift those high-quality materials into digital versions and make them available on a subscription basis.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2021
$130m
SERIES E
Feb 2020
$55m
SERIES D
Total funding: $234.9m
Company benefits
- Professional learning and development for all role levels
- The latest and greatest technology to do your job
- An awesome and welcoming Toronto HQ
- Competitive benefits and health/lifestyle spending accounts
- A management team focused on performance, growth, engagement and connection
- Employee-led, exec sponsored employee resource groups
Company HQ
Bay-Cloverhill, Toronto, ON
Leadership
Maggie (Moylan) Leen
(CEO)Formerly VP of Marketing and Communications, Medical and Healthcare at Adtalem Global Education. Also spent 14 years at Pearson and 2 years at Community Advocates.
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