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Partner Support Engineer

| Cambridge

 Click here to watch a quick interview with the hiring manager!

Are you ready to join a startup that’s transforming the education landscape? At edX, we provide world-class education to everyone, everywhere. EdX offers highly driven intellectually ambitious individuals an opportunity to work in a dynamic mission-driven organization.

Partner Support Engineers are integral members of the edX Educational Services team, working on support and satisfaction of our growing global Course Creator community. This diverse community includes Instructors, Teaching Assistants, Instructional Designers, Media Specialists, Engineers, and Data Analysts. Reporting to the Manager of Learner and Partner Support, the Support Engineer is part of a team focused on helping Course Creators design, develop, and run their courses on edX as seamlessly as possible. This involves proactive communication, reactive troubleshooting, advising, and inspiring our growing base of course creators around the world.

Responsibilities:

Course Creation Support

  •  Provide in-depth technical product support and guidance to course authors, following SLAs and target performance metrics.
  • Serve as an expert in edX products and practices.
  •  Help develop and disseminate how-to guides, technical tips, and best practices.
  • Identify, diagnose, and escalate client-facing bugs, identifying solutions and workarounds wherever possible. Work closely with Product, Documentation, Engineering teams (and more!), advocating for the partner experience.

Support Operations

  • Build a credible presence in communication channels with both developers and authors.
  • Inform and improve our services through results of our customer satisfaction data, using a data-driven mindset
  • Demo product capabilities, and sample solutions, to drive adoption of edX course creation.
  • Use product and field knowledge to implement technical solutions for course teams.
  • Identify gaps in the course production process, with unnecessary or high workarounds.
  • Create value and drive sustainability efforts by analyzing course creator needs, synthesizing information, creating and executing innovative solutions that enhance customer relations.

Requirements:

  • Technical: Minimum of three years of experience in services or high-level technical support capacity.
  • Background in higher education: Experience supporting higher education institutions at either a university, OPM, or vendor. (Strong plus for online degree program support!)
  • Start-Up Mentality: Ability to work collaboratively on a small team in a high growth environment. Experience wearing different hats and taking on additional responsibilities outside of your day-to-day responsibilities.
  • Working knowledge of HTML: General knowledge of coding and web development practices; SQL proficiency, and familiarity with JavaScript and Python.
  • Data Driven: Comfortable with analytics and reporting; proficient in Excel and/or Google Sheets
  • Problem Solver: Strong technical problem-solving skills, especially when working with others.
  • Team Player: Ability to work collaboratively with colleagues from different backgrounds - Engineers, Customers, Support Reps.
  • Resourceful: Comfortable describing learning technology workflow, processes and systems.
  • Bias towards action: Showcases strong initiative and self-motivation; effectively juggles multiple priorities while retaining a sense of urgency. Driven to exceed team and individual metrics.
  • Communication: Excellent business writing and verbal communication.
  • Flexibility: Ability to work off-hours or on weekends when/if needed.

edX is an MIT Start-up company that offers a highly competitive benefits plan, a pension program, free lunches every day as well as a plethora of other fun perks and access to some of the smartest people on the planet! Are you ready to be a part of our Mission?

Applicants must be able to work out of our Cambridge, MA office. Visa sponsorship not available.

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Location

edX is right near the MIT campus in the Kendall Square neighborhood of Cambridge, MA. There are cafes, bars, restaurants, gyms, and a T stop nearby!

An Insider's view of edX

What’s the vibe like in the office?

Always fun and collaborative. I've never worked at a place where so many co-workers greeted me by name after just my first day.

Jim

Sales Development Manager

What projects are you most excited about?

My work focuses on enabling course teams at partner institutions to create high-quality learning experiences on edX.org. Right now couldn't be a more critical time for this work as we ramp up the amount of Master's degrees we are offering this Fall. I work with faculty, instructional designers, media producers, and project managers.

Ben Piscopo

Learning Designer

How has your career grown since starting at the company?

Working at edX has given me invaluable experience that has allowed me to explore and develop my career. I’ve been able to take on challenges and learning opportunities that have helped me discover the work I’m most passionate about. In my time at edX I’ve grown into a new role and continue to learn more about my work and myself.

Mary Mooshian

Associate Product Marketing Manager

How would you describe the company’s work-life balance?

At edX, getting your work done is very important, but the company also understands that your life and well being outside of work is directly correlated to productivity during work hours. This is clearly communicated across all levels and departments. There is also lots of company wide fun activities that help us get to know our coworkers outside.

Juliana

Software Engineer I

What are edX Perks + Benefits

edX Benefits Overview

edX employees are eligible for all MIT benefits. Enjoy the benefits of an established benefits program, but still live startup life.

Culture
Volunteer in local community
edX volunteers for the Charles River Conservancy for a Cleanup day and is deeply embedded in the local edtech community.
Partners with Nonprofits
edX partners with Year Up and She Geeks Out.
Friends outside of work
Eat lunch together
Intracompany committees
edX has a Sustainability committee, various employee resource groups, and an edX Cares committe involved in giving back to the community.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
We have a pension plan too!
401(K) Matching
5% match
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
edX hosts two company outings per year - in the summer and in the winter. There are department-specific outings throughout the year!
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Recreational Clubs
edX has a running group and a pickup basketball team.
Fitness Subsidies
edX has access to the MIT gym at a great rate!
Professional Development Benefits
Tuition Reimbursement
Promote from within
Continuing Education stipend
We have a $5,000 tuition reimbursement (per calendar year) through MIT's benefits. Additionally, we have a $200 stipend (per calendar year) for edX courses.

Additional Perks + Benefits

As employees of MIT, we have some of the best benefits around! Free lunch every day (of various catered cuisines) brings people into the cafeteria to enjoy lunch as a group, and opens up edXer's culinary horizons.

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