Job Description:
Skillinate delivers learning solutions to companies like LVMH, BMW, and Sigvaris. We need a Technical Support Specialist who can troubleshoot issues, guide users, and maintain the high-quality experience our clients expect.
Your Mission:Provide first-class technical support for our white-label LMS platform, custom academies, and learning tools, ensuring minimal disruption to learner experiences and maximum client satisfaction.
Key Responsibilities:
- Respond to support tickets via email, chat, and video calls (target: <4 hour first response)
- Troubleshoot technical issues related to LMS access, content playback, SCORM packages, and integrations
- Guide administrators through platform setup, user management, and reporting features
- Diagnose and resolve issues related to browser compatibility, mobile access, and network connectivity
- Create and maintain help documentation, FAQs, and video tutorials
- Escalate complex technical issues to development team with clear reproduction steps
- Monitor platform performance and proactively identify potential issues
- Conduct platform training sessions for client administrators
- Gather user feedback to inform product improvements
Requirements:
- 2+ years experience in technical support, preferably for SaaS or EdTech products
- Strong troubleshooting skills across web browsers, mobile devices, and operating systems
- Understanding of LMS platforms and SCORM/xAPI standards
- Basic knowledge of HTML, CSS, and JavaScript for debugging
- Excellent written and verbal communication skills
- Patience and empathy when dealing with frustrated users
- Ability to explain technical concepts to non-technical users
- Experience with support ticketing systems (Zendesk, Intercom, or similar)
- Comfortable working across time zones to provide global coverage
Bonus Points:
- Experience supporting white-label or multi-tenant platforms
- Knowledge of learning management systems (Moodle, Canvas, Docebo, etc.)
- Understanding of video hosting, CDN, and streaming technologies
- Familiarity with API integrations (SSO, webhooks)
- Multilingual capabilities (English + French/Spanish/Portuguese)
What We Offer:
- Competitive salary + performance bonuses
- Remote-first culture with flexible hours
- Professional development opportunities
- Collaborative team environment
- Direct impact on client satisfaction and retention
- Growth path to Technical Support Lead as team expands
