Amira Learning
Support Specialist - California
Amira Learning, San Francisco, California, United States, 94199
Job Title: Support Specialist
Location: Remote; must live in the California region
Employment Type: Full-Time
Reports To: Impact Director
About Us:
Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring, consistently delivering effect sizes over 0.4.
Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for students. The platform serves as a school district's Intelligent Growth Engine, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum.
Unlike any other edtech tool, Amira continuously identifies each student's skill gaps and collaborates with teachers to build lesson plans aligned with district curricula, pulling directly from the district's high-quality instructional materials. Teachers can finally differentiate instruction with evidence and ease, and students get the 1:1 practice they specifically need, whether they are excelling or working below grade level.
Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers.
Job Summary:
The Support Specialist provides responsive, accurate, and empathetic technical support to assigned districts, ensuring the Amira platform operates seamlessly in every classroom. Acting as the primary technical liaison, the TSA builds trust with district IT and instructional teams, removing technology barriers and fostering confidence in Amira's solutions.
In this advisory role, the TSA partners with district leaders to understand their unique environments and goals. Using discretion and independent judgment, the TSA designs and implements tailored solutions, mitigates risks, and consults on best practices that drive adoption, long-term success, and measurable impact for students and educators.
Technical Issue Resolution
Serve as the primary point of contact for technical support requests from assigned districts, managing each issue from initiation to resolution. Troubleshoot and resolve complex problems, partnering with Engineering when needed. Advise district IT leaders on technical and data-related issues and make decisions when standard procedures don't apply. Technical Onboarding & Implementation
Lead and advised on all technical setup, including SIS integration, rostering, and SSO configuration. Assess each district's systems and goals to design and manage an implementation plan tailored to their specific needs. Oversee project timelines, deliverables, and the entire implementation process to ensure a smooth onboarding experience. IT Partnership & Strategic Support
Build strong, ongoing relationships with district IT teams to ensure effective communication and collaboration. Monitor usage data and system performance to identify risks or technical issues early. Recommend actions to improve performance, resolve risks, and support each district's success. Identify trends and share insights to help improve Amira's internal processes and service delivery. Knowledge Management
Record technical issues, solutions, and configurations to strengthen team knowledge and efficiency. Qualifications (Education and Experience):
2-4 years of experience in a technical support, IT help desk, or similar role, preferably in a SaaS or EdTech company. Strong thinking, troubleshooting, and problem-solving skills. with the ability to formulate and recommend solutions. Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools. Familiarity with school district IT environments, including SIS platforms (e.g., PowerSchool, Infinite Campus) and rostering standards (e.g., OneRoster, Clever). Excellent written and verbal communication skills, with an ability to explain complex technical concepts to non-technical users. There will be some travel associated with this role (10%) Key Performance Indicators (KPIs):
Time-to-Resolution (TTR) for support tickets. Customer Satisfaction (CSAT) on support interactions Portfolio-level Customer Health Score Service Level Agreement (SLA) adherence. Benefits:
Competitive Salary Medical, dental, and vision benefits 401(k) with company matching Flexible time off Stock option ownership Cutting-edge work The opportunity to help children around the world reach their full potential
Commitment to Diversity:
Amira Learning serves a diverse group of students and educators across the United States and internationally. We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. We are proud to be an equal opportunity employer.
The posted salary range reflects the minimum and maximum base salary the company reasonably expects to pay for this role. Salary ranges are determined by role, level, and location. Individual pay is based on location, job-related skills, experience, and relevant education or training. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other status protected by law.
Location: Remote; must live in the California region
Employment Type: Full-Time
Reports To: Impact Director
About Us:
Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring, consistently delivering effect sizes over 0.4.
Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for students. The platform serves as a school district's Intelligent Growth Engine, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum.
Unlike any other edtech tool, Amira continuously identifies each student's skill gaps and collaborates with teachers to build lesson plans aligned with district curricula, pulling directly from the district's high-quality instructional materials. Teachers can finally differentiate instruction with evidence and ease, and students get the 1:1 practice they specifically need, whether they are excelling or working below grade level.
Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers.
Job Summary:
The Support Specialist provides responsive, accurate, and empathetic technical support to assigned districts, ensuring the Amira platform operates seamlessly in every classroom. Acting as the primary technical liaison, the TSA builds trust with district IT and instructional teams, removing technology barriers and fostering confidence in Amira's solutions.
In this advisory role, the TSA partners with district leaders to understand their unique environments and goals. Using discretion and independent judgment, the TSA designs and implements tailored solutions, mitigates risks, and consults on best practices that drive adoption, long-term success, and measurable impact for students and educators.
Technical Issue Resolution
Serve as the primary point of contact for technical support requests from assigned districts, managing each issue from initiation to resolution. Troubleshoot and resolve complex problems, partnering with Engineering when needed. Advise district IT leaders on technical and data-related issues and make decisions when standard procedures don't apply. Technical Onboarding & Implementation
Lead and advised on all technical setup, including SIS integration, rostering, and SSO configuration. Assess each district's systems and goals to design and manage an implementation plan tailored to their specific needs. Oversee project timelines, deliverables, and the entire implementation process to ensure a smooth onboarding experience. IT Partnership & Strategic Support
Build strong, ongoing relationships with district IT teams to ensure effective communication and collaboration. Monitor usage data and system performance to identify risks or technical issues early. Recommend actions to improve performance, resolve risks, and support each district's success. Identify trends and share insights to help improve Amira's internal processes and service delivery. Knowledge Management
Record technical issues, solutions, and configurations to strengthen team knowledge and efficiency. Qualifications (Education and Experience):
2-4 years of experience in a technical support, IT help desk, or similar role, preferably in a SaaS or EdTech company. Strong thinking, troubleshooting, and problem-solving skills. with the ability to formulate and recommend solutions. Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools. Familiarity with school district IT environments, including SIS platforms (e.g., PowerSchool, Infinite Campus) and rostering standards (e.g., OneRoster, Clever). Excellent written and verbal communication skills, with an ability to explain complex technical concepts to non-technical users. There will be some travel associated with this role (10%) Key Performance Indicators (KPIs):
Time-to-Resolution (TTR) for support tickets. Customer Satisfaction (CSAT) on support interactions Portfolio-level Customer Health Score Service Level Agreement (SLA) adherence. Benefits:
Competitive Salary Medical, dental, and vision benefits 401(k) with company matching Flexible time off Stock option ownership Cutting-edge work The opportunity to help children around the world reach their full potential
Commitment to Diversity:
Amira Learning serves a diverse group of students and educators across the United States and internationally. We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. We are proud to be an equal opportunity employer.
The posted salary range reflects the minimum and maximum base salary the company reasonably expects to pay for this role. Salary ranges are determined by role, level, and location. Individual pay is based on location, job-related skills, experience, and relevant education or training. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other status protected by law.