GoGuardian
El Segundo, CA

Technical Support Representative at GoGuardian

| El Segundo
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Safer Students. Better Learning. At GoGuardian, we work hard to help K-12 educators understand learning and equip them with the tools they need to help their students thrive. From cloud-based filtering and self-harm alerts to teacher/student chat and screen-sharing, GoGuardian’s software helps integrate technology with classroom instruction to improve learning.
As a Technical Support Representative, you'll support users via email and live chat and act as the main point of contact for software questions ranging from “Help! I don’t how to create a password!” to “Help! I need to setup GoGuardian for my school district and don’t know where to start!” We're looking for a highly technical, organized go-getter and problem-solver who wants to delight our customers by providing accurate and efficient solutions while maintaining GoGuardian’s white-glove support experience. After comprehensive training, you'll play a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base.
Hours: Monday-Friday, 8:00am - 5:00pm

Responsibilities

  • Field support chats, emails, and phone calls from IT administrators and teachers who have questions about our software
  • Assist customers with our full product suite (after comprehensive training, you’ll be intimately familiar with all of our products)
  • Proactively look for ways to improve internal processes in an effort to increase efficiency
  • Work closely with other GoGuardian teams for efficient cross-team collaboration and user solutions
  • Problem solve like it’s your job, because….well, it is!

Qualifications

  • Love and understanding of software and emerging technologies
  • Prior related experience providing technical support directly to customers
  • Self-starter and self-learner who is constantly trying to improve themselves and processes
  • Feels brave leaping into the unknown and comfortable with consistent change - agility is key!
  • Great writer with a keen eye for the nuances of the English language
  • Would rather swim in solutions than problems and have resourcefulness that puts MacGyver to shame!
  • Bonus Points For:
  • Familiarity with SQL, ZenDesk, G Suite
  • Exposure to coding languages 
  • Tech Start-Up and/or EdTech experience

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns, or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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Where we are

2030 E Maple Ave, El Segundo, CA 90245

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen
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What are GoGuardian Perks + Benefits

Culture
Volunteer in local community
GoGuardian participates in local volunteer activities such as AngelHacks Hackathon, Teens Exploring Technology (TXT) and LA Food Bank.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
On-site meditation twice per week
Onsite Gym
Team workouts
Team fitness initiatives include weekly in-office yoga classes
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for all parents
Vacation & Time Off Benefits
Generous PTO
We offer a flexible time off policy for full-time exempt employees. Full-time non-exempt employees accrue 3 weeks of PTO annually. We also offer a paid 2 week end of the year holiday break.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer a $1200 learning stipend annually for personal & professional growth

Additional Perks + Benefits

Relax, recharge, and refresh with weekly yoga classes & guided aromatherapy meditation. Whether you're a golfer or a gamer (or both), there's probably a weekly activity with your name on it.

An Insider's view of GoGuardian

What’s the vibe like in the office?

Exciting! We’ve had tremendous growth and have gone through a lot of changes over the last couple of years, but have maintained the supportive, passionate, and energetic foundations that made me join the company in the first place. The vibe is simultaneously feels relaxed and open, and like everywhere you look, people are solving difficult problems

Terence

Director, Customer Success

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Senior Designer

What does career growth look like on your team?

Career growth is something that is talked over, thought through and planned out in open conversation and full collaboration between the team members and the manager of the team. It is clearly defined, from the very first day, as a line connecting your current areas for improvement to when they become areas of excellence.

Yola

Data Scientist

What are some things you learned at the company?

Come in with an open mind, and you will find yourself in a breeding ground for self-discovery. By being given a high level of autonomy to do meaningful work, I have learned what it means to be authentic, lean into my fears, find my voice, build trust, and experience the greatest joy that life has to offer—connecting with others!

Michelle

Software Engineer

GoGuardian Careers In El Segundo
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