Technical Support Associate

SAM Labs is an award-winning EdTech start-up. Founded in 2014, growing fast, making a difference, and venture capital funded. With over 5,000 school customers in 60+ countries already using SAM Labs products and lesson materials, SAM Labs is looking for more talent to join its team!

SAM Labs inspires generations of problem solvers with Coding and STEAM. We empower teachers with innovative curriculum resources, tools, and the mindset to do so. Teachers and students learn with SAM Labs kits and lessons by designing anything from energy efficient lighting grids for ‘smart’ cities to solar-powered habitats for endangered species - all the while meeting curriculum standards. 

We are looking for a Technical Support Associate to partner with and support educators with implementing our STEAM and Coding products in various classrooms and settings.Driven by passion, data, and collaboration, we are on a mission to be the leading player in the future of education.

This role will be based remote, from your home, and covering our customer base in the United States. Given that we have further teams across the USA, Europe, the Middle East, and Asia, you will be working in a truly global environment.  

At SAM Labs we are optimists. We value creativity, action, hard work, ownership, transparency and fun. If you do too, join us!

The Role

Technical Support & Troubleshooting:

• Diagnose and resolve hardware, software, and connectivity issues for customers.
• Provide step-by-step technical assistance via phone, email, and chat support.
• Guide customers through troubleshooting processes and recommend solutions.

Customer Assistance & Engagement:

• Deliver exceptional customer service by actively listening and addressing customer concerns.
• Educate customers on product features, best practices, and preventative maintenance.
• Ensure a smooth onboarding process by assisting with product setup and integration.

Subscription Provisioning & Account Management:

• Manage all teacher and student access to ensure seamless subscription provisioning.
• Support with roster syncing and Single Sign-On (SSO) integrations (e.g., Clever, ClassLink).
• Troubleshoot and resolve access issues, working with the Product team and IT administrators when necessary. 

Documentation & Reporting:

• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system (Hubspot).
• Identify common issues and provide feedback to improve product performance and user experience.
• Create and update troubleshooting guides, FAQs, and self-service resources.

You

• Strong technical troubleshooting background to diagnose and resolve hardware, software, and connectivity issues.
• Customer centric attitude able to provide clear, quick, and solution-focused assistance via email, and chat.
• Strong English communication to explain technical concepts in a simple, customer-friendly manner. 90% of communication will be via email or message support and 10% require meetings/calls.
• Problem-Solving skills to identify root causes of issues and implement effective solutions.
• Process-Oriented: Follow and improve troubleshooting workflows and best practices.
• Experience in Tech Support: 1-3 years in IT, customer service, or a related technical role.
• Work Schedule & Time Zone: Must be available during U.S. business hours (9 AM - 5 PM EST).
• Reliability & Responsiveness: Expected to work approximately 3-4 hours per day with a 5 minute maximum response time for customer inquiries.
• Remote Work Readiness: Must have a stable internet connection, a reliable computer, and a quiet workspace suitable for remote support.

Hiring Process

• Resume review
• Technical test
• Manager interview
• CEO phone interview
• Offer