• Own the day-to-day operation of the technical support function • Manage ticket flow, triage processes, and escalation pathways • Ensure timely and high-quality responses to customer issues • Monitor and improve operational metrics such as response time, resolution time, and backlog health • Identify opportunities to improve efficiency through better processes, tooling, or documentation • Work with Support Engineers to improve existing workflows and establish new operational processes • Identify recurring issue patterns and implement structural improvements to address them • Develop playbooks for common troubleshooting scenarios • Improve internal documentation and knowledge sharing across the team • Lead and develop a team of highly technical Support Engineers • Provide coaching and mentorship to support engineers handling complex customer environments • Foster a collaborative culture focused on technical excellence and customer outcomes • Support career development and skill growth within the team • Ensure support issues are translated into clear, actionable signal for Product and Engineering • Identify recurring product friction and advocate for supportability improvements • Partner with Product Management to provide real-world operational insights from customers • Collaborate with Customer Success and TAMs to identify customer trends that impact adoption or health • Work closely with the Technical Account Management team to ensure seamless customer support experiences • Partner with Product and Engineering to investigate complex issues, escalate high-impact bugs, and drive root-cause resolution • Contribute support insights that inform roadmap discussions and product improvements

• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 2 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.

School Information: Based in Michigan, PrepNet Virtual Academy opened in 2020 and serves students K-12 online. At PrepNet Virtual, you can connect passion with purpose. To learn more about PrepNet Virtual Academy click here. Why Choose PrepNet Virtual Academy: - Work comfortably from home. - Access to a best-in-class curriculum with advanced instructional tools and resources. - Diverse global staff and student body create a rich learning environment. - Ensures a safe learning environment. - Personalized development and coaching opportunities. - Convenient meetings during school hours minimize after-hours commitments. - Systems in place to support student well-being and family engagement. - Colleagues you enjoy working with to serve students. DUTIES AND RESPONSIBILITIES: - Assess student abilities and provide instructional assistance for students in need of academic intervention through 1:1 or group workshops as directed by the classroom teacher and designated instructional leader. - Commit to educating the whole student – academically, morally, and socially. - Implement result-driven curriculum to achieve significant growth from fall to spring testing. - Attend professional development and articulation meetings with classroom teachers and parents as required. QUALIFICATIONS: - Must meet state requirements for being a Title 1 paraprofessional. - Click here for the state requirements. - Previous experience working in a school or with school age children – preferred. - Knowledge of and the ability to assist in teaching reading, writing, and/or mathematics. - Understanding of and capability to navigate technical systems. National Heritage Academies is an equal opportunity employer. NHA is only registered for state employment purposes in the following states: Arkansas, Colorado, Florida, Georgia, Illinois, Indiana, Louisiana, Maine, Michigan, Nebraska, New York, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Texas, and Wisconsin.

• Review customer configurations and debug VCL logic and Compute (Wasm) applications. • Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards. • Resolve technical inquiries across email, chat, and Slack with a target first response time of less than 30 minutes. • Educate customers on edge architecture and troubleshooting methodologies. • Resolve technical inquiries across email, chat, and portal engagements. • Recognize when to ask for help and escalate support cases to higher-tier teams. • Monitor metrics during large network events and proactively report degradation to customers.