The Role:

As a Software Engineer focusing on L3 support, you will bridge the gap between our end-users, frontline support staff, and product engineering. You'll be responsible for ensuring that end user issues that involve technical problems get identified and resolved swiftly, while planning, developing, and delivering internal tools to both ensure those issues can be resolved and proactively guard against issues from arising in the future. You’ll also provide full-stack engineering support for our Support initiatives, such as knowledge base, integrations, and third party platforms. You’ll assist in documenting and improving processes around various common authentication and rostering issues. Additionally you’ll focus on administrative product engineering, coordinating with our product engineers to proactively roadmap administrative functionality and scope and plan the next iteration of Newsela’s internal administrative software.

Why You'll Love This Role:

You'll be able to see our products working out in the wild on a daily basis, and have the opportunity to quickly solve real-world issues for our teachers and students. You'll have the flexibility to not only contribute code but overall direction to new administrative functionality that will help our internal staff do their jobs faster, better, and more efficiently. You will work closely across our Product, Design, Data, and Content teams to help shape the future of K-12 education to deliver content at the just-right reading level. And because we're a technology company focused on improving the way students learn, you’ll be part of an engineering culture that values teaching, learning, and questioning. You’ll have close mentorship as needed, and regular one-on-one’s, all to ensure you’re growing your technical skills and interests.

Why We’ll Love You:  

You’re well equipped with end-user support skills including technical communication and differential diagnosis. You deeply care about the pain points of end-users, both externally and internally, and get intrinsic enjoyment out of working to not only to fix their issues in the short term but have the long-term vision to build out better processes and applications for them in the future. You've spent time working in code (Python/Javascript preferred), and you have demonstrated success building, testing, and shipping product. You're just as comfortable hopping on a call to talk to a teacher as sitting in a planning session with project managers and designers. You thoroughly enjoy diving into unclear problem spaces and teasing out fixes and solutions.

About Newsela:

One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from +100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.