What We Do
At GoGuardian, we're helping build a future where all learners are ready and inspired to solve the world's greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.
What It's Like to Work at GoGuardian
We are a fast-growing learning company that thrives on making bold moves and setting high standards. Working with us means joining a (mostly!) remote team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We balance our rocketship pace with a work culture that offers unbridled support, allyship, and inclusivity...to say nothing of fun! Join our Neurodiversity ERG, attend an online magic show (and bring your kids), head to a DEI Community of Practice session, share a pet photo with other dog lovers, or relax in an online meditation class. Our culture has earned us accolades! We have been named one of Built In's 2022 Best Places to Work™ and are certified as a Great Place to Work®.
While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work.
The Team
The Technical Support team is made up of individuals who are naturally inquisitive, have a strong customer focus, and love to help solve the most difficult problems. Do you consider yourself a problem solver? Someone who can't let a question go unanswered? Are you driven to improve processes and delight customers at every turn? We're looking for you!
The Role
As a Technical Support Specialist you will be reporting to a Technical Support Manager, this position is focused on expertly handling all of our Enterprise level customer support requests. When admins and teachers have questions or run into technical issues, you'll be there to help through email, chat or phone calls. You'll collaborate with members of your team and colleagues across the company to ensure consistency, delightful, and helpful support is delivered to every user every day.
What You'll Do

• Support our highest tier Customers
• Be the first point of contact on the Customer Support tool.
• Responding to customer queries in a timely and accurate way, via email, chat or phone,
• Assist in support hours of operation and off hour production emergencies.
• Educate and empower customers on self task performance and investigations.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Follow up with customers to ensure their technical issues are resolved

Who You Are

• An individual who is self-starting and who has excellent communication and problem-solving skills
• Ability to multitask, prioritize and manage time effectively
• Proven customer support or customer relationship management experience
• Establish and maintain relationships of trust through open and interactive communication
• Must be flexible with shift schedule (hours of operation span 5am-5pm PST)
• College Degree Preferred
• Eager to take initiative in a fast-paced, ever-changing, dynamic environment.
• Fueled by the opportunity to truly impact the education landscape.
• Something else? Tell us! We want to learn more about you...

What We Offer

• Competitive pay, complete health insurance, 401(k) matching, bonuses, and an employee stock option plan.
• Flexible time off, 13 paid holidays, paid parental leave, wellness days, and a paid year-end holiday break.
• A robust catalog of benefits that support your professional growth and personal wellbeing: learning funds, lifestyle funds, online yoga & meditation classes, fertility & adoption reimbursement, giving funds with company match, and more...


Plus the intangible:


• A varied and challenging role in a global and highly innovative high-growth company.
• Supportive, driven colleagues who have your back and share your passion.


Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people.

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.
#LI-Remote
#BI-Remote