Full-Time Technical Support Engineer

Engineer Solutions that Empower Students 

Are you passionate about technology, troubleshooting, and making an impact in education? MasteryPrep is seeking a Technical Support Engineer to provide high-quality support to both internal teams and external users, ensuring seamless operations across our technology platforms. Join a team dedicated to using technology to empower educators and students nationwide.

In this role, you will support our customers by troubleshooting and resolving technical issues related to software, hardware, and network systems. This hands-on position involves directly addressing and resolving engineering challenges, ensuring  our technology infrastructure is operating correctly, and collaborating with development teams to escalate complex problems with the goal of ensuring an excellent customer experience.

 Key Responsibilities: 

• Serve as the primary point of escalation for customers issues, addressing their technical inquiries and issues related to full-stack technologies.
• Provide timely troubleshooting and resolution of customer-reported bugs in web applications built with TypeScript and React.
• Diagnose and resolve database-related issues in Postgres and Firestore, ensuring data integrity and performance optimization.
• Document, track, and escalate customer-reported bugs using Gitlab.
• Collaborate with development teams to reproduce, diagnose, and resolve software defects
• Lead maintenance engineering.
• Work closely with cross-functional teams, including development, QA, and product management, to resolve complex technical issues.
• Communicate effectively with customers, providing updates on the status of their requests and issues in a clear and timely manner.
• Gather feedback from customers to improve the support process and contribute to product enhancements.

 Required: 

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
• 2+ years experience as a full-stack engineer
• Strong knowledge of Google Firestore, PostgreSQL, TypeScript, React, and PHP
• Experience with SSO,  specifically with Security Assertion Markup Language (SAML) protocols
• Proficient in integrating Learning Tools Interoperability (LTI) standards 
• Skilled in integrating with Student Information Systems (SIS) 
• Excellent problem-solving and troubleshooting skills
• Ability to work independently and as part of a team in a fast-paced environment
• Strong communication and collaboration skills
• Familiarity with compliance standards such as FERPA, COPPA or PCI DSS preferred
• Knowledge of secure coding practices and application security testing techniques preferred