Fast Facts

Curriculum Associates is seeking a Technical Solutions Engineer to provide expert technical support and troubleshooting for educators and IT professionals. The ideal candidate will work collaboratively to resolve technical issues and ensure thorough documentation.

Responsibilities: Troubleshoot and resolve technical issues related to hardware, software, networks, and security; collaborate with various internal teams; maintain documentation in Salesforce.

Skills: Strong knowledge of LAN/WAN technologies, operating systems (Windows, MacOS, iOS, ChromeOS), troubleshooting tools, and CRM systems like Salesforce; ability to write simple SQL queries and manage technical support queues.

Qualifications: Bachelor’s degree in a related field or equivalent experience; 2+ years of technical support experience; technical certifications are a plus.

Location: Position located in North Billerica, MA, USA. Limited travel (<5 times/year) may be required.

Compensation: $51250 - $84250 / Annually

At Curriculum Associates (CA), we believe a diverse team leads to diversity in thinking, making our products better for teachers and students. If you read this job description, feel energized by what you see here, and believe you could bring passion and commitment to the role, but you aren’t sure you meet every qualification, please apply! Above all, we are looking for the right person!

The Technical Solutions Engineer is an integral part of our team, providing effective, timely, and professional technical support for educators, IT professionals, and other stakeholders. This role focuses on troubleshooting and resolving complex technical issues while collaborating with various teams and meticulously documenting findings in Salesforce.

The impact you'll have:

• Troubleshoot and resolve technical issues related to hardware, software, networks, and security, with a focus on providing practical solutions.
• Diagnose and escalate application defects or software bugs to our development team when necessary.
• Collaborate with Sales, Professional Learning, and Partner Success teams to address the technical needs of educators and school districts.
• Maintain accurate and thorough documentation of troubleshooting steps, resolutions, and customer interactions in Salesforce.

Note: The essential duties are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Specific responsibilities and assignments will be provided by the incumbent’s manager.

Who we are looking for:

• Strong foundational knowledge of LAN and WAN technologies, including the ability to identify and troubleshoot basic networking issues (e.g., firewalls, content filters, wireless connectivity).
• Familiarity with troubleshooting tools such as browser Developer Tools, Fiddler, Charles, and WireShark.
• Solid understanding of operating systems, including Windows, MacOS, iOS, and ChromeOS.
• Experience using Splunk or similar log analysis tools.
• Ability to write and run simple SQL queries to support technical investigations
• Strong problem-solving and analytical skills, with the ability to adapt to a variety of technical environments and technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency with CRM tools like Salesforce or comparable systems.
• Experience managing support queues, setting priorities, and following up with customers in a fast-paced, dynamic environment.
• Ability to travel onsite as needed to provide hands-on technical support for districts and schools.

Required Education and Experience: 

• Bachelor’s degree in a related field or equivalent professional experience.
• Two or more years of software or network technical support experience.

A plus but not required: General knowledge of network diagnostics tools and protocols.· Technical Certifications such as Comptia A, Comptia Network +, Comptia Security +, Cisco CCENT, Cisco CCNA, Google, and Apple.

Travel: <5 times per year. Travel is typically overnight and via plane. 

Working Environment: Typical office environment or remote.

Compensation and Benefits

Pay Range: This role’s range is $51,250 - 84,250. The wage range for this role takes into account the wide range of factors that Curriculum Associates considers in making compensation decisions based on our Compensation Philosophy. Actual base pay within that range will vary based upon several factors including, but not limited to, prior experience and relevant skill sets. At Curriculum Associates, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances for each case. The Company recognizes that minimum wage varies by location and will ensure all compensation decisions comply with applicable state and local laws.

Benefits: Benefit eligible employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company’s 401k plan and receive an employer match. Employees have access to a flexible vacation and sick policy in addition to twelve paid holidays and a winter office closure between Christmas and New Year's, as well as a number of additional perks and benefits.