Learning and Support Specialist (PST Timezone)

Posted July 19, 2026

About this opportunity

Opportunity Overview

Poll Everywhere, a 25-person B2B SaaS company, is hiring a Learning and Support Specialist to provide customer support and create educational resources for users. The role is remote and full-time, with a salary range of $75,000 to $90,000 per year. The ideal candidate will have experience supporting faculty and staff at a higher education institution, as well as experience with presentation tools, LMS platforms, and enterprise IT environments. The company is looking for someone with experience in instructional design, technical support, and customer education. The Learning and Support Specialist will be responsible for resolving complex customer issues, creating onboarding guides and training content, and developing scalable learning resources. Poll Everywhere is committed to providing opportunities to learn and grow, and is looking for someone who is self-directed, organized, and able to communicate complex technical concepts in a clear and accessible way. The role involves working with customers to resolve issues and create educational resources. The company values clear communication, technical problem-solving, and cross-team collaboration. The Learning and Support Specialist will be part of a team that is dedicated to providing excellent customer support and creating high-quality educational resources.

Responsibilities

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
Create onboarding guides and how-to resources that help new customers ramp up with fewer questions
Develop training content around common workflows
Teach customers how to use the product effectively
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
Turn complex setup flows 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 and refine what works, retire what doesn’t

Benefits

Annual base salary of $75,000 to $90,000
Comprehensive benefits package, including medical, dental, and vision benefits
100% of premiums covered for base plan, and 50% for dependents’ medical enrollment
PPO medical, dental, and vision plans
HSA/FSA with up to $100 monthly company match
Geographic differential associated with resident location

Requirements & Qualifications

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; able to manage queue and projects without heavy oversight
Instructional thinking: able to build training and documentation that helps customers apply what they learn in real presentations
Technical problem solving: able to dig into details to diagnose root causes, distinguish bugs from intended behavior, and escalate with precision
Clear communication: able to write and speak in plain language
Scalable mindset: able to solve problems once in a way that helps many customers
Cross-team collaboration: able to work fluidly with Customer Support, Customer Success, Product, and Engineering teams

How to Apply

Review the job description and requirements to ensure you are a good fit for the role.
Prepare your resume and a cover letter explaining why you are interested in the position and how your skills and experience align with the job requirements.
Click the Apply button below to submit your application.

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