Manager, Technical Support

Overview:

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

The Services team works closely together to set PowerSchool customers up for ongoing success through post-implementation support, troubleshooting, consultation on system setup options, and training on features and functionality. The team offers cross-portfolio support, all while meeting organizational objectives for revenue, utilization, and customer satisfaction.

Description

This position provides technical expertise and team leadership to our team responsible for loading K-12 assessment and other data into the Analytics and Insights platform.  Assessment data is a key and foundational dataset that allows our customers to fully utilize the Analytics and Insights platform to impact instructional outcomes.  This position will work collaboratively with our product team and our global customers, leveraging knowledge of K-12 assessment data and technical competencies, to ensure that data is rapidly and accurately loaded and to resolve and rapidly address technical questions and issues, with a focus on providing an outstanding customer experience.   Additionally, this position will create internal and client-facing documentation and contribute to the evolution of the Analytics and Insights product.

Minimum Qualifications

• Minimum of 3 to 5 years of relevant and related work experience.
• Bachelor’s degree or equivalent, or equivalent relevant work experience.
• Experience managing small to midsized teams or functional areas
• Experience with and understanding of K-12 assessment terminology, practice, score data and test metadata
• Understanding of data warehouse concepts and terminology
• Functional knowledge of and ability to use SQL for troubleshooting and analysis 
• A keen eye for detecting anomalies in data
• An inquisitive and solution driven approach to data analysis
• Must thrive in a fast-paced, ever-changing environment
• Articulate communication skills with the ability to drive a phone conversation
• Ability to effectively prioritize and escalate customer issues as required
• Strong attention to detail and time management
• Strong oral and written communication skills
• Strong customer service, presentation, and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client

Preferred Qualifications

• Basic understanding of any or atleast one of the following technologies – JSON, JavaScript, C is desireable
• Experience developing technical documentation
• Understanding of the concepts of Agile development

Compensation & Benefits

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $61,900 - $126,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.