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Pathway Innovations Inc

Technical Support Specialist - Education Technology

Pathway Innovations Inc
San Diego, CA $24 - $27/hr Full time Posted 2h ago
Android Application Support Customer Service Customer Support Desktop Support Education Technology End User Support Hardware Support Help Desk Support Information Technology (IT) iOS It Service Management IT Services macOS Mobile Operating Systems Remote Support Specialist Technical Support Windows
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Job Description

Pathway Innovations Inc, a San Diego based education technology company, is seeking a Technical Support Specialist to deliver Tier 1 and Tier 2 assistance for HoverCam hardware, software, and integrations across education customers. This onsite role emphasizes hardware and AV troubleshooting along with software configuration to support teachers, IT staff, and administrators. The position offers an hourly range of USD 24 to 27 and requires a minimum of 2 years of relevant experience, with an Associate’s or Bachelor’s degree in Information Technology or Computer Science (or equivalent practical experience).

Responsibilities

  • Diagnose and resolve complex Tier-1 and Tier-2 technical issues related to HoverCam hardware, document cameras, wireless casting products, interactive displays, and proprietary software applications via ticketing systems, email, phone, and remote sessions.
  • Collaborate closely with QA, product management, and engineering teams to escalate, document, and track firmware/software bugs, feature requests, and hardware anomalies.
  • Create, update, and maintain comprehensive internal knowledge base articles, troubleshooting guides, video walkthroughs, and FAQs for both end-users and reseller support teams.
  • Guide educators, IT administrators, and enterprise users through initial device setup, USB/HDMI configurations, network integrations, and software driver installations.
  • Partner with QA and engineering labs to replicate customer issues, test firmware patches, and validate hardware fixes before general release.

Requirements

  • 2+ years of experience in technical support, IT helpdesk, or customer success, preferably within consumer electronics, AV integration, or the EdTech industry.
  • Strong working knowledge of Windows, macOS, Android, and iOS operating systems, alongside standard classroom/office connectivity protocols (USB 3.0, HDMI, Wi-Fi, Ethernet).
  • Familiarity with helpdesk ticketing platforms (HubSpot, Zendesk, Jira Service Management) and remote diagnostic tools.
  • Exceptional written and verbal communication skills with a proven ability to explain complex technical concepts clearly to non-technical educators and IT staff.
  • Education: Associate's or Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.

Technologies

  • Windows, macOS, Android, iOS
  • HubSpot, Zendesk, Jira Service Management
  • USB 3.0, HDMI, Wi-Fi, Ethernet
  • Flex11, FlexAI platform

Benefits

  • Compensation: Competitive salary and performance-based incentives.
  • Benefits: Comprehensive health, dental, and vision insurance packages.
  • Time Off: Paid time off (PTO) and paid holidays.
  • Career Growth: Opportunities for professional growth within a fast-paced, pioneering edtech and hardware environment.

What We Offer

  • Compensation: Competitive salary and performance-based incentives.
  • Benefits: Comprehensive health, dental, and vision insurance packages.
  • Time Off: Paid time off (PTO) and paid holidays.
  • Career Growth: Opportunities for professional growth within a fast-paced, pioneering edtech and hardware environment.

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