Must have

• API

• AI

• Excel

• SQL

• Power BI

• Atlassian

• Zendesk

• Salesforce

• Azure Web Services

• English

Nice to have

• Ukrainian
• Chinese

Requirements description

Key Skills & Strengths

• Strong written and verbal communication skills in English
• Comfortable engaging with senior school leadership and ICT stakeholders
• Solid understanding of APIs, integrations, and education technology environments
• Familiarity with AI tools and their use in customer support or operations
• Intermediate Excel skills, including VLOOKUPs, pivot tables, and basic macros
• Experience formatting, cleansing, and validating data for implementation
• Basic SQL knowledge and understanding of relational databases
• Familiarity with analytics, dashboards, and tools like Power BI
• Proficiency with support and success tools such as: Jira, Confluence, Zendesk, ClickUp, Salesforce, Planhat, Google Suite, Postman, Azure Web Services, OpenSearch, DataLogo
• Passion for training, documentation, and improving team processes

Preferred Background

• 3–5 years of experience in school IT, technical support, or EdTech implementation
• Experience as a Tech/IT/ICT Lead at an international school is strongly desired
• Experience working with K–12 international schools or school information systems (SIS)
• Familiarity with Faria products (ManageBac+, OpenApply, SchoolsBuddy, Atlas) is a strong plus
• Demonstrated self-learning and troubleshooting ability in technical environments
• Familiarity with web applications and SaaS (Software-as-a-Service) business models
• Ukrainian or Mandarin language skills are a plus (but not required)
• Flexibility to work from our Kraków office or remotely in Poland

Offer description

We are seeking a motivated and technically proficient professional, based in our Kraków office or remotely in Poland, to join our Services & Support team as a Technical Support Engineer. In this role, you will serve as a strategic bridge between our internal teams and school customers, providing advanced technical support and consultation across our education technology product suite. You will work closely with Product, Implementation, Support, and School Experience teams to resolve complex issues, deliver technical guidance, and drive improvements in internal systems and support workflows.

This position is ideal for someone with hands-on support experience, excellent communication skills, and a passion for educational technology. It’s particularly well-suited to former school technology directors or EdTech professionals who enjoy solving technical challenges and coaching others. You’ll report directly to the Global Director of Services & Support while also working closely with the Head of Integrations and the Faria Spotlight Product team.

This is a high-impact role that combines day-to-day support work with strategic collaboration, process innovation, and technical leadership. If you’re passionate about helping schools succeed through technology and want to work with a global, mission-driven team, we’d love to hear from you.

Success Metrics

• Volume and quality of tickets solved and technical consultations delivered
• Customer satisfaction (CSAT) and time-to-resolution targets consistently exceeded
• Quality and usefulness of internal and external support materials developed
• The efficiency and accuracy of technical implementations and data-related tasks handled

Your responsibilities

1. Technical Support - Resolve complex issues, including integrations, SSO, and API-related queries
2. Consultation - Conduct technical consultations with school leadership and IT/ICT Directors
3. AI & Process Innovation - Contribute to internal AI-driven initiatives and automation strategies
4. Mentoring - Support and upskill frontline support staff through training and best practices
5. Systems & Docs - Maintain and improve technical documentation and external developer guides
6. Integrations - Support third-party platform integrations and related customer requests

show all (8)