Technical Support Engineer (L2-L3)

We are seeking a motivated and technically proficient professional, based in our Kraków office or remotely, to join our Services & Support team as a Technical Support Engineer. In this role, you will serve as a strategic bridge between our internal teams and school customers, providing advanced technical support and consultation across our education technology product suite. You will work closely with Product, Implementation, Support, and School Experience teams to resolve complex issues, deliver technical guidance, and drive improvements in internal systems and support workflows. 

This position is ideal for someone with hands-on support experience, excellent communication skills, and a passion for educational technology. It’s particularly well-suited to former school technology directors or EdTech professionals who enjoy solving technical challenges and coaching others. You’ll report directly to the Global Director of Services & Support while also working closely with the Head of Integrations and the Faria Spotlight Product team.

This is a high-impact role that combines day-to-day support work with strategic collaboration, process innovation, and technical leadership. If you’re passionate about helping schools succeed through technology and want to work with a global, mission-driven team, we’d love to hear from you.

Key Responsibilities

Technical Support - Resolve complex issues, including integrations, SSO, and API-related queries
Consultation - Conduct technical consultations with school leadership and IT/ICT Directors
AI & Process Innovation - Contribute to internal AI-driven initiatives and automation strategies
Mentoring - Support and upskill frontline support staff through training and best practices
Systems & Docs - Maintain and improve technical documentation and external developer guides
Integrations - Support third-party platform integrations and related customer requests
Faria Product Suite - Assist in the technical implementation of Spotlight & Faria products
Escalations - Serve as the escalation point for complex support issues from internal teams

Success Metrics

• Volume and quality of tickets solved and technical consultations delivered
• Customer satisfaction (CSAT) and time-to-resolution targets consistently exceeded
• Quality and usefulness of internal and external support materials developed
• Efficiency and accuracy of technical implementations and data-related tasks handled

Key Skills & Strengths

• Strong written and verbal communication skills in English
• Comfortable engaging with senior school leadership and ICT stakeholders
• Solid understanding of APIs, integrations, and education technology environments
• Familiarity with AI tools and their use in customer support or operations
• Intermediate Excel skills, including VLOOKUPs, pivot tables, and basic macros
• Experience formatting, cleansing, and validating data for implementation
• Basic SQL knowledge and understanding of relational databases
• Familiarity with analytics, dashboards, and tools like Power BI
• Proficiency with support and success tools such as: Jira, Confluence, Zendesk, ClickUp, Salesforce, Planhat, Google Suite, Postman, Azure Web Services, OpenSearch, DataLogo
• Passion for training, documentation, and improving team processes

Preferred Background

• 3–5 years of experience in school IT, technical support, or EdTech implementation
• Experience as a Tech/IT/ICT Lead at an international school is strongly desired
• Experience working with K–12 international schools or school information systems (SIS)
• Familiarity with Faria products (ManageBac+, OpenApply, SchoolsBuddy, Atlas) a strong plus
• Demonstrated self-learning and troubleshooting ability in technical environments
• Familiarity with web applications and SaaS (Software-as-a-Service) business models
• Ukrainian or Mandarin language skills are a plus (but not required)
• Flexibility to work from our Kraków office or remotely

• Compensation - Competitive salary and opportunities for career development (B2B)
• Healthcare - Comprehensive medical coverage by LuxMed
• Vacation - We support work/life balance and offer generous Annual leave and Public Holidays
• Wellbeing Resources - Faria encourages team members to lead healthy lifestyles and provides recurring monthly Health and Wellness benefits
• Learning - We encourage continued education, and we provide an online learning platform, unlimited book purchases, and diverse internal and external training programs.
• Team - Friendly atmosphere, group activities, and corporate events
• Equipment - MacBook Pro or another laptop of your specification, peripherals, and displays included
• Office - Small but cozy office in Krakow for your convenience or remote work

ABOUT FARIA EDUCATION GROUP

For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.