Customer Support Advisor - Tier III

Customer Support Advisor - Tier III

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary customer base today is in the K-12 education sector and we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a solutions-oriented Customer Support Advisor - Tier III to join our Squad!

About this role: We built the simplest and most reliable screen recorder in the world, but that's only the beginning. Now our future is full of ambitious new goals, features, and products that will enable us to further expand the solutions we provide to our users and accelerate our already fast growth. As we continue to scale, we're looking for a Customer Support Advisor - Tier III to join our team as a senior individual contributor. This role is ideal for someone who loves solving complex problems, supporting escalations, and improving support execution. As a Tier III Advisor, you'll actively handle tickets and Tier I escalations, serving as a technical resource for the Support team and supporting the Head of Customer Support through execution and insight.

What you'll do:

• Ticket Ownership & Escalations
• Manage a ticket queue, including complex cases and Tier I escalations.
• Review, resolve, or guide escalated tickets with clear next steps.
• Handle time-sensitive or high-impact customer issues.

• Advanced Troubleshooting
• Investigate complex issues related to browser behavior, Chrome extensions, licensing, permissions, and integrations.
• Determine root causes and when Engineering involvement is required.
• Submit high-quality Jira tickets with clear documentation and reproduction steps.
• Communicate technical findings and limitations clearly and empathetically to customers.

• Team Enablement (non-managerial)
• Provide technical guidance and subject-matter expertise to Tier I and Tier II advisors.
• Share best practices and troubleshooting approaches informally.
• Contribute to internal documentation and Help Center content to reduce repeat issues.

• Support for Leadership
• Surface trends, risks, and recurring issues with supporting examples.
• Provide input on workflow and tooling improvements.
• Support rollout and adoption of new processes defined by Support leadership.

Requirements: You're perfect for this role if you:

• Bring 3-5+ years of experience in Customer or Technical Support within a SaaS environment.
• Have experience managing ticket queues and handling escalations.
• Are familiar with Zendesk, Jira, and knowledge base tools.
• Know how to troubleshoot complex, web-based products with confidence.
• Have collaborated closely with Engineering and Product teams to resolve issues and improve outcomes.
• Are an excellent written communicator with strong customer empathy.
• Bring experience supporting technology and Google Workspace-based tools (preferred).
• Have contributed to documentation or process improvements (preferred).

This is a Chicago-based hybrid position with 3 days a week in the office. Working at Screencastify: At Screencastify, we are results focused and here to improve education globally. This isn't an easy feat but it is important for our future. We value accountability, commitment, and speed. We take our responsibility to our customers very seriously, so when we miss a deadline or slow down, it matters. We're a competitive culture and strive for speed and innovation. We are problem solvers, don't point fingers and rather enjoy working together to bring solutions to the forefront. We love a challenge and pushing the world forward with creativity, ingenuity and out of the box thinking. People are everything and we want to work in a company of deeply good people who treat their colleagues exceptionally well. Rule #1: Be a good person.

Compensation: The expected salary for this role is anticipated to start at $75,000. Final compensation may vary based on experience and qualifications.

Benefits:

• Competitive Compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and fairly.
• 401(k) & Annual Performance Bonus Opportunity. We want to invest in present you and future you, which is why we offer a 401(k) match + Annual Performance Bonus opportunity.
• Flexible Time Off (FTO) Policy. We recognize that time off to rest and recharge is important. The Flexible Time Off Policy (FTO) is designed for our employees to do just that -- balance work and life while maintaining well-being.
• Parental Leave. Generous paid time off for parents to bond with the newest addition to their family!
• Medical, Dental, & Vision Insurance. We offer comprehensive health benefits, including medical, dental, and vision insurance. Plus, all employees receive a free One Medical membership.
• Divvy Bike Membership. If you're in Chicago, take advantage of an annual Divvy membership -- on us.

At Screencastify, we foster an inclusive, supportive, fun, and challenging team environment. We value having a team that is made up of a diverse set of backgrounds and respect the healthy expression of diverse opinions. We embrace experimentation and the examination of all kinds of ideas through reasoning and testing. Come join us as we continue to change the world through video. Screencastify is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, veteran status or any other characteristic protected by federal, state or local law.