Technical School Support Specialist (Part-Time) 

Location: Remote (US)

Role Overview: Support K-12 schools and districts with technical implementation and ongoing support of Closegap's mental health platform. Ensure smooth platform operation while managing critical alerts and user feedback to help schools maximize their impact with Closegap. You’ll report to our Director of Partnerships and work closely with our engineering team to solve user problems and support our schools. 

Key Responsibilities:

Technical Support & Crisis Impact 

  • Diagnose and troubleshoot user problems

  • Prioritize and escalate technical issues

  • Support SSO, Clever, and Google integration

  • Assist with CSV uploads and roster management

  • Help with data exports and reporting

  • Manage crisis alert monitoring and response

Implementation Management

  • Review new school registration and manage approvals

  • Assist with school onboarding

  • Support platform setup and configuration

  • Help with user account management

  • Communicate product updates to schools 

Feedback & Documentation

  • Track and document user feedback

  • Analyze and present feedback trends to the team

  • Create technical support documentation

  • Update help center articles

  • Develop how-to guides

  • Create public-facing video tutorials 

  • Maintain FAQ resources

Requirements:

  • Tech-savvy with strong troubleshooting abilities

  • 2+ years of experience in technical support or implementation

  • Understanding of K-12 technology systems

  • Excellent problem-solving and communication skills

  • Experience with SSO and data integration

  • Comfort working cross-functionally

  • Experience with help desk software

  • Ability to work 20 hours per week during U.S. school hours

The Right Fit: 

We're looking for a curious problem-solver who sees beyond the surface of technical issues. The ideal candidate is part detective, part anthropologist - someone who naturally asks "why?" and sees each support interaction as an opportunity to understand our users more deeply. You should be:

  • A natural investigator who isn't satisfied until you truly understand the root cause

  • Passionate about turning user challenges into product improvements

  • Empathetic and skilled at reading between the lines of user feedback

  • Proactive in spotting patterns and suggesting solutions

This role is perfect for someone who:

  • Takes ownership without being asked

  • Sees support as a strategic function, not just tactical

  • Brings product thinking to every interaction

  • Thrives in ambiguous situations

  • Finds joy in making systems better

This position could be an excellent stepping stone for someone interested in product management (you may grow into a Product Manager on our team!), as you'll develop deep user insights and problem-solving skills while making a meaningful impact on student mental health.

Compensation & Benefits:

  • Part-time position (20 hours/week) with a clear path to full-time for candidates who demonstrate excellence

  • $25-35/hour commensurate with experience

  • Opportunity for additional hours during peak periods

  • 14 paid holidays

  • Paid winter break (last two weeks of December)

  • Paid summer break (first week of July) 

  • Home office setup allowance ($250)

  • Team retreat participation