Learning and Support Specialist (PST Timezone)
Who We Are
Poll Everywhere is a 25 person B2B SaaS company on a mission to make presentations more engaging. Our product is used hundreds of thousands of times per day by presenters ranging from Ivy League professors to community organizers and Fortune 100 CEOs. We proudly believe our product changes those organizations and classrooms through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, Poll Everywhere has grown to become the most widely-used student response system at the Top 100 universities in America.
Poll Everywhere is looking for an Instructional Technologist or Instructional Designer ready to make the leap from supporting one campus to supporting hundreds. You know this role from the inside — you've sat with faculty support requests, helped departments roll out new ed-tech, and been the go-to person when an LMS integration broke right before a big lecture. This role blends hands-on technical support across our entire user base with the opportunity to build trainings, webinars, and resources for an audience doing the same work you've done for years — powered by a classroom engagement tool that's genuinely world class.
Our customers reach out when the stakes are high — a class session, a conference keynote, a campus-wide rollout that can't go wrong. Some days that's a K–12 teacher trying to get a poll working before the bell rings, or a corporate communications specialist troubleshooting on a deadline. You'll bring the same rigor to those tickets as you would to any other: replicating bugs, identifying root causes, and working with engineering to resolve them. Other days, it's an instructional technologist or designer at a university working through the same questions you used to field on your own campus — configuring SSO, troubleshooting an LMS integration, getting faculty comfortable with a new tool before the semester starts. With that audience, you'll also partner with our Customer Success team to guide new university customers through deployment and onboarding, and turn what you know into webinars, guides, and resources for your counterparts at other schools.
What You'll Do
Customer Support (35–40%)
You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence.
- Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth
- Own issues end-to-end, from initial triage through root cause identification and resolution
- Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations
- Explain solutions in plain language so customers can resolve similar issues independently in the future
- Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education
- Surface product gaps, friction points, and customer usage trends to internal teams
Customer Education & Adoption (35–40%)
You’ll help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time.
- Create onboarding guides and how-to resources that help new customers ramp up with fewer questions
- Develop training content around common workflows (the “how do I…” questions we hear most)
- Teach — not just how features work, but when and why to use them for maximum impact
- Run live trainings and webinars and repurpose them into reusable content
- Use support ticket trends to prioritize what content to build next
- Gather feedback on training effectiveness and iterate regularly
Internal Enablement & Scalable Resources (20–30%)
You’ll reduce friction across the customer journey by building resources that help both customers and internal teammates succeed.
- Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides
- Document solutions to recurring issues so institutional knowledge doesn’t get lost
- Improve existing help documentation based on where customers consistently get stuck
- Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently
- Share real customer examples and best practices across teams
- Audit existing resources regularly — refine what works, retire what doesn’t
Who You Are
- 3–5+ years in an instructional design role at a higher education institution or related Instructional Design certification or degree
- Experience supporting F500/enterprise or higher education customers
- Experience with presentation tools, LMS platforms, and/or enterprise IT environments (SSO, MDM)
- Strong troubleshooting skills across multiple operating systems, browsers, and software integrations
- Able to translate technical concepts into clear, accessible language for non-technical users
- Experience creating support documentation, help articles, or training content
- Comfortable owning issues end-to-end — from reproduction through escalation and customer communication
- Excellent written and verbal communicator; empathetic under pressure
- Self-directed and organized; you manage your queue and projects without heavy oversight
You also bring a particular way of working to everything you do:
- Instructional Thinking: You build training and documentation that helps customers apply what they learn in real presentations, not just understand it conceptually.
- Technical Problem Solving: You dig into the details to diagnose root causes, distinguish bugs from intended behavior, and escalate with precision.
- Clear Communication: You write and speak in plain language. Whether it’s a support reply or a live webinar, customers leave feeling clearer and more capable.
- Scalable Mindset: You solve problems once in a way that helps many customers. A ticket answered is an opportunity to prevent ten more.
- Cross-Team Collaboration: You work fluidly with Customer Support, Customer Success, Product, and Engineering — and you make those teams better at their jobs too.
Bonus Criteria
- Experience in a customer-facing technical role at a SaaS company
- Background in customer education or enablement
- Familiarity with tools like Zendesk, Jira, Confluence, Loom, or similar
- Prior experience in a role that bridged Support and Customer Success