Product Engineering Support Coordinator

Why we need you

Springboard Collaborative invites talented and passionate candidates to apply for the position of Product Engineering Support Coordinator. The Product Engineering Support Coordinator will be responsible for ensuring Product platform technical issues are resolved efficiently and customer satisfaction is maximized through expert problem-solving and exceptional service. A successful candidate will be customer-focused, a problem solver and a strong communicator while showing attention to detail using their analytical and reasoning skills. More information about location and travel can be found below.

Springboard Collaborative closes the literacy gap by closing the gap between home and school. We coach educators and family members to help kids learn to read by 4th grade. Springboard envisions a world in which parents and teachers work together—rather than in isolation—to accelerate student learning. The Product Engineering Support Coordinator supports this goal by cultivating efficient communication between the product engineering teams and stakeholders, resolving technical issues and streamlining processes to enhance product support. 

The Product Engineering Support Coordinator will report to the Technical Product Manager and work as part of the Product, Engineering, and Quality Assurance team. This is a great opportunity to support an entrepreneurial team to maximize the impact of a rapidly growing organization.

You can read more about the requirements, competencies, goals, and responsibilities below. We'd love to have you join us!

This is important

We are an equal opportunity employer. Diversity is more than a commitment at Springboard Collaborative—it’s at the core of what we do and how we do it. No one can solve a problem better than those who experience it firsthand. That’s why Springboard aspires to hire a diverse team that is representative of the marginalized communities we serve.

We also know that having a diverse workforce makes for a better workplace. Springboard’s hiring process seeks individuals who value diversity of race, gender, sexual orientation, religion, ethnicity, national origin, etc.

Finally, if you’re passionate about an open role, we encourage you to apply— even if you don’t meet 100% of the qualifications listed on the job description!

Here are your priorities in the first year:

• You will gain a deep understanding of Springboards products, services and applications.
• You will execute processes and standards around ticket triage, communication, and resolution.
• You will author knowledge base articles and provide training materials to CSA’s to support resolution for common issues.
• You will develop a framework to report on trends in bugs. 

Here are your responsibilities within and beyond the first year:

• You support the full resolution of support tickets by triaging requests, managing resolutions, and communicating outcomes.
• Promptly classify and prioritize incoming support tickets based on severity and impact on users, ensuring all necessary information is gathered in a timely manner.
• Resolve Tier 1 support issues within defined service level agreements or escalate to Tier 2 and Tier 3 support as needed.
• Own tickets through to resolution, providing regular and clear written updates to ticket submitters per our service level agreement.
• You will help identify, document, and replicate bugs that impact Springboard's technical product. 
• Document detailed bug reports in Jira, including relevant logs and screenshots, to share with internal partners.
• Replicate reported bugs in software products to verify issues and provide clear steps to facilitate efficient resolution by development teams.
• You will develop and maintain extensive knowledge of Springboard systems, including how they are utilized, to help support internal and external partners. 
• Maintain knowledge of all of Springboard’s product platform applications.
• Utilize support systems effectively (e.g., Freshdesk, Jira, Asana) to manage tickets through their lifecycle. 
• You maintain up-to-date support documentation to expedite solutions and pre-emptively solve problems.
• Contribute to the development and maintenance of knowledge base articles that provide a self-service resolution for common issues.
•  Conduct enablement and training sessions with internal staff members. 
• You are responsible for ticket resolution and closure.
• Resolve Tier 1 support issues within defined service level agreements or escalate to Tier 2 and Tier 3 support as needed.
• Communicate ticket resolution to end users in a clear and concise manner.
• You regularly analyze and report on trends you observe in the overall product and support requests.
• Generate and update regular reports on ticket trends to provide the Product and Service team with insights into recurring issues.

What you offer us

Here are the competencies and requirements we expect the right candidate to have: 

• Customer Focus: You provide excellent support and service to internal and external customers. You show interest in, anticipate, and provide a timely response to customer needs. 
• Communication: You listen to others and communicate in an effective manner to deliver the right information at the right time in accordance with our service level agreements. You know what level of detail different audiences need.
• Attention to detail: You take action to verify that information is accurate and complete. You develop systems and documentation to organize information, and responses, in an effort to continuously improve and reduce response time. 
• Problem Solving: You frame problems by breaking down issues and identifying all of their facets, gathering necessary information and implement effective resolutions.
• Analysis and reasoning: You identify, collect, and organize data to understand issues, draw conclusions, discover trends and solve problems.  
• Valuing Diversity, Equity, and Inclusion: You lead with empathy when supporting customers and help create a work environment that embraces and appreciates diversity, equity, and inclusion. 

• Your professional experience has helped you develop a strong understanding of software bugs, QA processes, and Agile methodologies.
• You have at least 1 year of professional experience working with Freshdesk, or other help desk ticketing systems.
• You have experience working with JIRA.

It would also be nice if you had:

• Experience working in Asana.
• Experience providing technical/customer support to teachers and parents in an educational environment.
• Experience with an Identity Access Management system such as Okta.

While this description is meant to provide an overview of the responsibilities of the Product Engineering Support Coordinator, we are seeking candidates who demonstrate flexibility and can adapt to evolving needs in an entrepreneurial environment.

What we offer you

Compensation
Our compensation values: At Springboard, compensation equity is integral to the way we operate and our commitment to competitiveness, pay equity, performance-based rewards, transparent & equitable career growth, and progressive benefits.

Compensation for this role: Each role at Springboard is placed in a compensation band with 5 levels. Generally, we expect candidates that meet all the hiring criteria to be offered the midpoint of the band. This role sits within Band 1. The midpoint of this band is $57,087.42. The actual level of the successful candidate (and corresponding salary) will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, and other factors. You may also be eligible for Springboard's bonus program.

Our process to determine compensation: Springboard does not negotiate the offered salary during the offer conversation. Throughout the interview process, we will evaluate your alignment with the compensable factors listed in the job description. From there, we will determine your starting salary on a level within the job band.

Benefits

At Springboard, we feel it is important to take care of our employees, which is why we offer a competitive benefits package. These benefits include the following:

• The usual stuff - Medical insurance with a cash stipend for those who waive Springboard coverage. Options include PPO, High Deductible/HSA, and EPO.
• We’ll take care of it - We fully cover your vision & dental insurance premiums, plus your short & long-term disability coverage.
• Securing your future - We match up to 6% of your salary in 403(b) retirement contributions after your first twelve months at Springboard.
• Paid Time Off (PTO) is important - Four weeks (20 days) annually. At Springboard, time off isn’t earned. Everyone gets access to their time at the start of the calendar year.
• Holidays! - All 11 federal holidays, two extra floating holidays, weekdays between Christmas and New Year’s Day, Election Day, and your birthday!
• Under the weather? - We don’t cap the number of sick days available to employees.
• Paid Leave - Parental Leave (12 weeks after the first 6 months of employment). Marriage Leave (five days). 
• Technology - All employees receive a Springboard laptop and optional monitor. Springboard uses Google Workspace and Asana. 

• We are committed to your development - We provide personal & professional development funding of $2000/year.

• Your wellness is a priority - Our Employee Assistance Program (EAP) provides support for stress/anxiety, finance, law, family, substance abuse, grief, and more. 

• Transparency is key - We ensure regular opportunities to discuss individual and organizational development and our commitment to equity. Consistent and structured real-time feedback is foundational to Springboard’s c

Location and travel

Applications are welcome from any location within the United States. This role can be performed remotely, with quarterly travel to participate in team and org-wide retreats. This role may also require occasional travel to observe programming at partner sites. Springboard Collaborative’s headquarters office is in Philadelphia, PA.

Springboard requires in-person employees at a Springboard facility or participating in in-person SBC programming or events to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means an individual is at least two weeks past their final dose of a CDC-authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be asked to provide their COVID-19 vaccination status and proof of vaccination, as required.

About Springboard

Since our founding in 2012, we have grown Springboard’s reach from 40 to nearly 20,000 students across 51 cities. Amidst rapid growth, Springboard consistently delivers best-in-class results. In schools that often struggle to get 20% of parents to show up for report card conferences, Springboard’s weekly family workshops average 88% attendance. Students average a 3-4-month reading gain during each program cycle, closing the gap to grade-level performance by about half in just five or ten weeks. Springboard’s work has been featured by Forbes, NPR, and the New York Times (twice). Nationally, Springboard Collaborative is the only organization to have cracked the code on equipping marginalized families to teach reading at home. You can learn more by watching our CEO on the main stage of ASU GSV.

Our org chart & mission

Click here to view Springboard’s structure at a glance, and here to browse our incredible staff. You can read more about how we engage teachers and families to accelerate student learning in this op-ed.