A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves five million students in all 50 states.
The Advanced Technical Support team is vital in Amplify customer operations as they are the liaison between Support and Engineering. Their technical abilities and skills will make it possible to resolve many of the reported issues and close it before escalating them to the Software Engineering team. When escalated, only the issues that need escalation are escalated. This team should be very knowledgeable with the products they support and they should be able to dig into the database or Looker or the logs to identify and fix issues when encountered. In addition, ATS usually generates reports for customers and Engineering upon requests.
Responsibilities of the Advanced Technical Support Analyst:

• Investigate and fix reported issues.
• Manage the ATS TIII JIRA board.
  
  • Verify an issue is actually an issue and what caused it.
  • Triage issue and escalate to the correct dev team.
  • Follow up with the development team to ensure priority.
  • Follow up with the support team to ensure customers are notified of solutions, updates, or workarounds.
• Run database and Looker reports that are requested by customers or Product.
• Release and issues Triage
  
  • Conduct Meetings
  • Maintain the Release Triage Notes
  • Notify Support of the changes
  • Request follow-ups and updates on reported tickets
• Maintain trainer demo accounts and the Sample Students' Submission code. Make adjustments to match new requirements by the Trainers.
  
  • Run a script to populate Sample Students' Submission work for trainers and Sales.
  • Adjust the nodeJS script code.
  • Adjust the work to be submitted based on Sales and Training requirements such as to match this school year content and the following years.
• Create Employees and Demo accounts specially Entitled for presentation purposes.
• Maintain tryamplify.net Google accounts.
• Maintain Clever team accounts.
• Maintain Intercom team accounts.
• Maintain the Amplify internal implementation-sis database and code that generates demo accounts
• Mentor Tier 1 & 2 Support members and answer any questions.
• Be involved in the Salesforce Case Template and the Intercom Integration process.
• Interviews and hiring for new ATS and Support team members.
• Conduct much needed technical training sessions.

Basic Qualifications of the Advanced Technical Support Analyst:

• Knowledge in databases and databases tools.
• Knowledge in networking, hardware, and Operating Systems.
• Knowledge in scripting or Software developments.
• Bachelor's degree or equivalent education and 1+ years of experience in a technical or development or engineering role
• Ability to analyze, interpret, prioritize and communicate information to critical parties in a fast-paced environment
• Experience effectively collaborating with a team to execute on deliverables within a deadline
• Experience organizing and tracking progress of projects

Preferred Qualifications of the Advanced Technical Support Analyst:

• Education industry or classroom experience
• Familiarity with Google Suite tools
• Proficiency with Microsoft Excel or Google Sheets
• Have previous experience in running reports for customers
• Looker reporting and scripting
• Quality Assurance experience

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.