Technical Support Specialist

About School Mint:

School Mint was founded by parents who experienced firsthand how difficult school enrollment could be and believed there had to be a better way.

Today, more than 16,000 schools and organizations rely on School Mint to attract, enroll, and retain students while making the enrollment journey easier for millions of families nationwide. Headquartered in Lafayette, Louisiana, School Mint partners with schools, districts, and charter organizations to simplify operations and grow enrollment.

Together, we help more students find their best-fit school and thrive.

Our culture is grounded in our core values:
No Jerks, Period;
We, Not Me;
Be Heroic;
Bring Your Whole Self to Work; and Embrace and Drive Change.

Location:
Remote in San Jose, Costa Rica / Hybrid in Lafayette LA.

Hours:

Available to work core hours aligned with Central (CST) time zone

Role Overview:

As a Tier 1 Technical Support Specialist, you will serve as the first point of contact and primary owner of the customer support experience. You will work with a diverse customer base, including some of the largest school districts in the United States, to investigate technical challenges, understand customer workflows and deliver timely, accurate and consultative solutions.

Beyond responding to tickets, you will develop deep expertise in our products. You will take initiative in diagnosing complex issues and helping customers use our technology more effectively. Every interaction with a customer should provide value, whether you are resolving an issue, recommending a better workflow, setting clear expectations or coordinating an effective escalation.

You will resolve issues within the Tier 1 scope and partner closely with Tier 2 and Tier 3 specialists when deeper technical investigation or escalation management is required. You will also identify recurring issues, documentation gaps, and process improvements that can strengthen our products, support operations and provide customer self-service resources.

Key Responsibilities:

Customer Support & Relationship Ownership

• Serve as the first point of contact and primary owner for customer inquiries received through tickets, email, phone, and live chat.
• Foster a support experience in which customers feel heard, respected, informed, and confident in Technical Support as a partner in their success.
• Follow up with customers to confirm resolution, address outstanding questions, and reinforce confidence in the solution.
• Advocate for customer needs while balancing product capabilities, business priorities, and established support processes.

Technical Troubleshooting & Resolution

• Investigate issues by asking thoughtful diagnostic questions, reproducing reported behavior, and reviewing available system information.
• Distinguish between user error, configuration issues, expected product behavior, and potential defects.
• Research unfamiliar or complex issues using documentation, internal resources, testing environments, and prior cases before escalating.
• Resolve issues within the Tier 1 scope by providing accurate, actionable guidance tailored to the customer’s goals and technical knowledge.
• Build and maintain strong technical expertise across assigned products, configurations, integrations, and customer workflows.

Consultative Customer Guidance

• Add value to every interaction by helping customers resolve the immediate issue, improve their workflows, and prevent similar challenges.
• Walk customers through troubleshooting and problem-solving processes using clear, accessible language.
• Communicate technical concepts confidently to customers with varying levels of technical expertise.
• Recommend relevant product capabilities, workflow best practices, and self-service resources when appropriate.
• Escalate issues to Tier 2 or Tier 3 when deeper technical investigation, defect validation, or escalation management is required.
• Provide complete escalation details, including business impact, reproduction steps, troubleshooting completed, supporting evidence, and requested next steps.
• Collaborate with Tier 2, Tier 3, Customer Success, Product, Engineering, and other internal teams to drive effective resolution.

Documentation & Operational Excellence

• Accurately document