About the role

Hi there! RocketLit is looking for a Tech Support Engineer who can provide technical support to our customers and project support to our developers.

This is a hybrid position that will act as a bridge between customer support and the developer team. Specifically, you’ll be working on technical customer issues, performing basic technical troubleshooting yourself, then communicating with engineers to set them up to efficiently conduct deeper troubleshooting and launch solutions. You will also be working to thoroughly QA both those bug fixes as well as brand new features.

What you'd be doing:

You’ll primarily be working on our flagship assessment platform, InnerOrbit, which features the highest quality NGSS Assessments, phenomena, and innovative reports available to educators. We’re on the forefront of science learning for the classroom and and excel at giving teachers the data they need to make the best instructional decisions for their students. We've gained a ton of traction in the past three years and have been growing fast, while working on scaling both our team and our products.

We need someone to help:

• Clearly communicate with educators, primarily via chat and email, regarding issues that have been escalated to Tier 2 support
• Shape support tasks so they are actionable by the development team
• Documenting technical issues from a developer standpoint by using browser-based developer tools, SQL, and even the codebase itself
• Pinpointing possible sources of a problem in the DOM, console, database, or code, and identifying possible solutions
• Thoroughly QAing bug fixes and new features, along with all of their edge cases
• Creating screen recordings, replicating technical issues

Though you will be working under the development team umbrella closely with many engineers, you’ll also interface with our fantastic customer support team. This is a position for someone who is highly organized, as a project manager would be, but also dabbles in the more technical side of web development.

What we can offer you:

• Competitive salary starting at 55k- 75k
• Medical, Dental, Vision
• 401k with matching
• 100% Remote work (aside from the occasional retreat or education conference)
• A small, yet quickly growing, fun, creative, innovative, and driven team
• Mentoring and valuable experience, providing room for growth into software engineering and web development

Qualified candidates:

• Will have 1+ years of SQL experience
• Will have 1+ years experience with PHP or equivalent backend code experience
• Will have 1+ years experience with Javascript
• Will have 1+ years experience with HTML and CSS
• Are highly organized
• Can effectively communicate technical details to developers
• Have experience with task management software
• Have experience with QAing web applications
• Have some development chops, including:
  • Being able to read and write basic SQL
  • A basic understanding of HTML, CSS, and Javascript
  • Using Git to switch between branches
  • Feeling comfortable navigating and evaluating at code in an IDE (JetBrains / PHPStorm)

The best candidates also…

• Have good backend programming skills, preferably with PHP or an MVC framework
• Understand how to use the developer console to look at the DOM and CSS styles as well as trace down javascript errors
• Have used a debugger or other tools to debug specific pieces of code

How you can apply:

Please send your resume to with the subject “Tech support had me over the moon!” along with any portfolios, projects you've been working on, and/or your github. Please also include a blurb about how your previous experience and skillset make you perfect for this hybrid role.

About RocketLit & InnerOrbit

RocketLit Co. produces science education tools to give all students better access to learning and to give teachers and administrators better access to the data they need to be impactful.

Our first product, RocketLit, is an adaptive and personalized learning platform that serves reading to students at their independent level. Students read the same content at different levels of complexity and fluidly move up reading levels as they improve.

InnerOrbit is our quickly growing science assessment platform, giving students, teachers, and administrators the practice and data they need to be successful on science tests. We serve the highest quality content and feature the most detailed reporting on the market.

We’re a small and focused team working to change the world through science education. Our company has served millions of students and that number is continuing to grow fast. We’re looking for folks who will thrive in a nimble and talented, growing team.

Initial Screening (20 minutes)

If your resume and cover letter seem to match what we’re looking for, we’ll first contact you to schedule an initial screening (video chat) about 20 minutes with the hiring manager.

Technical Screening (1 hour)

From there, if you seem to be a good fit, we’ll go on to a technical screening. This should last about 45 minutes to an hour just to get an idea of your skill set and your fluency in these skills.

Interview with Engineering Team (1 hour)

If you advance to the third round, here’s where you’ll meet the engineering team and possibly some of the customer support team. We’ll ask you all sorts of questions here, everything from more technical skills, previous experience, future goals, and overall culture-fit type questions.

This should be 45 minutes to an hour as well.

Final Interview (1 hour)
If you’re a final candidate, we will more than likely have one more interview lasting half an hour to help us decide between you or other final candidates.

This is a brand new position and so only have one spot to fill so we want to make sure we find the person who can thrive the most with us.