Client Care Engineer

About Us & Why We’re Hiring

K12 Insight is a leading innovator in edtech, with over a decade of thought leadership advocating for a cultural shift in American public schools to prioritize customer service excellence as a strategic imperative. Our purpose-built solutions for schools—including a robust customer service framework, staff professional development, and a unified service desk— have been adopted by school districts nationwide. Through digital transformation powered by Generative AI, data integration, and workflow automation, we streamline critical service processes to reduce errors and enhance operational efficiency. Our analytic dashboards provide district leaders with a “single source of truth” for service issues, equipping them with comprehensive data to foster trust with all stakeholders.

As a Client Care Engineer, you will provide exceptional technical support to clients by collaborating with them to resolve a wide range of technical issues. Your role involves addressing client concerns, collaborating with cross-functional teams to identify and resolve software bugs or product deficiencies, and providing effective solutions to enhance client satisfaction. You will communicate directly with clients to understand their needs and ensure prompt solutions. You will partner with our internal teams, including Education Research, Sales, Implementation and Client Success to deliver high-quality client service and ensure that clients realize continuous value with K12 Insight products and services. You will manage timelines and work closely with school district personnel. You will leverage your mastery of our software to help our clients love their experiences with our products. 

This role reports to the Director of Implementation and Support, and is an individual contributor position with no direct reports.

Responsibilities

- Serve as a support resource for both internal and external service desks, resolving issues that require advanced product knowledge.

- Identify, troubleshoot, and follow up on client issues, replicating and documenting problems for escalation when necessary.

- Monitor inbound customer support tickets via email, phone and chat

- Act as a subject matter expert on the K12 Insight product line, providing in-depth guidance to clients and team members.

- Deliver periodic online and in-person training sessions to empower clients and enhance their confidence as product users.

- Leverage data and contribute to discussions aimed at improving processes, addressing team needs, and providing product feedback.

- Collaborate with the Engineering team as the voice of the client, recommending technology improvements based on user feedback.

- Work with cross-functional teams to provide high-quality client service, ensuring timely and effective issue resolution.

- Support internal team members in executing large projects by lending expertise and resources as needed.

- Assist school districts in setting up our technology platforms and services, including our suite of cloud-based survey and communication technologies.

- Contribute to the creation and maintenance of internal knowledge bases, documentation, and training materials, ensuring accuracy and currency.

- Maximize client value by sharing practical tips and explaining best practices for using our products effectively.

Key Attributes for Success

- You possess exceptional client service skills, demonstrating patience, accuracy, compassion, responsiveness, resourcefulness, and conscientiousness in every interaction.

- You are an effective communicator who can translate technical jargon into clear, accessible language for all users, ensuring they feel confident in their understanding.

- You have a strong sense of urgency and ownership, ensuring that tasks are prioritized and completed effectively.

- You thrive in collaborative environments, holding yourself and others accountable to meet deadlines and contribute to team success.

- You are eager to learn, master, and share knowledge about our software products, empowering clients and colleagues alike.

- You possess critical and creative thinking skills, consistently seeking opportunities to improve processes and outcomes.

- You can multitask in an entrepreneurial environment without sacrificing accuracy and thoroughness.

Requirements

- 3 to 5 years of experience in a Product Support position in the SaaS or EdTech industry

- Experience with help desk software (Jira/Zendesk/Freshdesk/etc.), customer relationship management (CRM) software, and project management tools

- Demonstrate knowledge of cross-platform capabilities, including mobile, Windows, macOS, iOS, Android, and more

- Advanced knowledge of HTML and APIs

- Familiarity with Google Workspace and Microsoft Office products to provide efficient support to clients

- Understanding of software development life cycle and the ability to work with developers to escalate software bugs or product deficiencies

- Understanding of Single Sign On (SSO)  and Secure File Transfer Protocol (SFTP) technologies preferred

- Bachelor’s degree in a related field preferred

Location: This role can be based in our Herndon, Virginia, headquarters or work-from-home anywhere in the USA. We will consider candidates located anywhere in the United States. The expected travel for this role is 10%. #Li-remote

Hours: Monday - Friday, 8:00 a.m. to 5:00 p.m., with flexibility to adapt work hours as needed based on local time zone. 

What We Offer

At K12 Insight, we take pride in supporting our clients and cultivating an exceptional workplace. Our colleagues often speak highly of our talented and dedicated team, which is a core part of what makes us stand out. Here are some of the ways we prioritize and care for our team:

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays. 

- Competitive salaries with incentive pay for performance 

- Option of medical, dental and vision plans 

- Short-term disability, long-term disability and basic life insurance at no extra cost 

- 401K retirement savings plan with company match

- Excellent choice of computer equipment and a monthly cell phone plan stipend 

- A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday. 

The expected salary range for this position is $60,000 - $75,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s corporate bonus plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/.