We are seeking a Senior Technical Support Specialist with a core focus on software integration and delivery. In this role, your primary mission will be to own the technical setup, configuration, and data mapping required to integrate Top Hat with our institutions. You will ensure seamless software connectivity while supporting broader sales and advanced technical support initiatives.
You Will:
Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems
Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation
Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches)
Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators
Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users
Own the refinement of documentation and best practices for integrations
Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels
Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions
Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards
Requirements:
2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industry
Practical experience working with APIs, JSON, HTTP protocols, and database queries (SQL)
Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth)
Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferred
Strong technical background with experience working closely with Product Managers or Engineers
Demonstrated ability to manage high-volume technical support operations, with a focus on proactive problem-solving and customer satisfaction
Excellent analytical skills with the ability to interpret data and drive informed decision-making
Why team members love working at Top Hat:
A noble mission that creates meaningful, fulfilling work
A team that cares deeply for customers and for each other
Flexible, remote first work environment
Professional learning and development for all role levels
An awesome and welcoming Toronto HQ
Competitive health benefits that start on day one
A management team focused on performance, growth, engagement and connection
Our winning strategy and market potential
Innovative PTO policy with lots of time and space for self-care
Passionate customers that believe in us—and what we do
A chance to work with new tech like generative AI—and see the customer impact