Technical Support Engineer

Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!

We’re Honorlock, the leading online proctoring solution supporting over 400+ institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.

Who We Are At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.

We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.

About the Role At Honorlock, we're not just building secure online testing solutions - we're empowering institutions to foster equitable learning environments through smart, human-centered proctoring technology. As a Technical Support Engineer, you’ll play a critical role in scaling our customer experience by providing deep technical support to developers, administrators, and institutional partners.

As a Technical Support Engineer, you'll act as the critical link between our support, engineering, and product teams, helping customers resolve complex technical issues related to integrations, platform functionality, and data behavior.

Key Responsibilities

Customer Engagement and Support

• Serve as the primary technical support contact for customers and internal stakeholders, providing thoughtful, timely, and professional support.
• Communicate complex technical concepts clearly to both technical and non-technical audiences.
• Support customer developers and administrators with API integrations, SSO configurations, and LMS connectivity (e.g., Canvas, Blackboard).
• Manage real-time customer interactions across multiple channels, ensuring a high standard of service and satisfaction.

Technical Troubleshooting & Resolution

• Diagnose, replicate, and resolve application issues related to back-end systems, front-end behavior, and third-party integrations.
• Analyze logs, review API payloads, and debug code snippets (e.g., JavaScript, Python) to identify root causes of errors or misbehavior.
• Document and escalate confirmed bugs and product gaps to Engineering with clear, reproducible steps and impact analysis.

Performance and Service Delivery

• Own and manage incident communications and root cause documentation for customer-facing outages and degradations.
• Create and maintain data dashboards using SQL and Metabase to track trends, identify anomalies, and deliver actionable insights.
• Contribute to internal service quality through continuous process improvement and case deflection strategies (ex. self-help content, runbooks).
• Maintain service level expectations for response and resolution times on escalated cases.

Team Collaboration and Development

• Partner cross-functionally with Engineering, Product, QA, and Specialized Support to close the loop on customer issues and product improvements.
• Mentor Support Specialists, providing technical guidance and supporting their development through coaching and knowledge-sharing.
• Participate in QA testing cycles and product validation prior to release to ensure technical readiness and issue prevention.
• Contribute to internal knowledge bases and external support documentation to enable scale and consistency.

Required Skills & Qualifications

• 5+ years in a Technical Support, Support Engineering, or Developer Support role within a SaaS Company.
• Strong troubleshooting skills across front-end and back-end technologies; ability to read and interpret JSON, XML, REST API payloads, and basic code (JavaScript, Python, etc.).
• Hands-on experience supporting SSO, LMS integrations (e.g., Canvas, Blackboard), and third-party developer platforms.
• Proficiency in writing and optimizing SQL queries; experience with data visualization tools such as Metabase, Looker, or Power BI.
• Experience in documenting technical workflows and customer-facing knowledge base articles.
• Excellent communication skills and the ability to translate complex issues into simple, actionable guidance for a wide range of users.

Additional Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• Experience with education technology platforms or proctoring systems.
• Knowledge of cloud environments (AWS preferred) and CI/CD practices.
• Exposure to security or compliance-driven support environments (e.g., SOC 2, ISO 27001).

Base Salary Range: $75,000.00 - $85,000.00, plus an annual bonus of up to 5%

Why Join Honorlock?

At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!

• Unlimited PTO
• Remote-first company
• Choice of company-issued laptop
• Healthcare benefits
• Company matched 401k