Who we are
SmartPass is a fast-growing K-12 startup developing a platform to make schools more efficient. Initially, we launched with a digital hall pass system — not just bathroom and water fountain visits but managing all kinds of student movements such as counselor appointments, nurse visits, and office hours. Our solution has successfully aided over 3,000 K–12 schools in maximizing classroom time, minimizing aimless hallway wandering, and enhancing student accountability.
In the past year, we've grown our product suite to include three more offerings: Flex for adaptable scheduling, ID cards for secure student identification, and Attendance for roll-call. Each product is at a pivotal stage, and we're on a mission to make SmartPass the most delightful, easy-to-use operations tool schools have ever seen. K-12 software is typically bad, and we’re in the process of changing that.
As the Customer Solutions Engineer, you’ll be the product and solutions expert, guiding customers and providing tailored solutions to maximize their SmartPass experience. You’ll collaborate closely with the product team to ensure customer feedback is addressed, driving continuous improvements that enhance the platform’s value. This is your chance to contribute to a fast-growing company that values autonomy, creativity, and a joyful work environment. We’re looking for someone passionate about solving technical challenges, who thrives in a role where they can act as a bridge between our teams, partners, and the product.
At SmartPass, we invest in your growth, providing the resources and mentorship to help you excel both personally and professionally. We believe in promoting from within and are committed to your long-term success.
The Customer Experience team is a cross-functional, customer-driven group that works to ensure customers have a smooth journey from onboarding through long-term success.
How you'll contribute right away
From day one, you’ll dive into the customer journey, focusing on technical solutions that enhance our onboarding process. You’ll quickly become the go-to expert for SmartPass, providing technical guidance and troubleshooting support while collaborating with the product team to improve the platform. We’ll set you up with the tools and training to hit the ground running, and we’ll expect you to bring your problem-solving skills and passion for customer success to make an immediate impact. You’ll play a key role in ensuring customers fully adopt and leverage SmartPass, setting them up for long-term success.
What you'll do
- Master Product Knowledge: Gain a deep understanding of the product through hands-on exploration to fully master features and functionality.
- Provide Technical Guidance: Offer expert advice on setup configurations and best practices to ensure seamless integration of SmartPass with customer systems.
- Resolve Complex Issues: Provide escalated technical support, diagnosing issues and collaborating with engineering to resolve integration problems. You will consistently prioritize and escalate issues based on impact.
- Drive Customer Insights: Analyze how customers use SmartPass, identify areas for improvement, and collaborate with customer education teams to enhance internal and external resources based on feedback and common issues.
- Collaborate Across Teams: Partner with product and engineering teams to proactively share customer insights, driving meaningful improvements to enhance both the platform and customer experience.
What you've done
- 3+ years of experience in a technical support, solutions engineering, or similar customer-facing role, ideally with a background in education (such as IT) or relevant experience in EdTech.
- Hands-on experience with product integrations and system configurations, with familiarity in systems like Classlink, Clever, or similar platforms.
- Proven ability to collaborate cross-functionally, partnering with product and engineering teams to resolve issues and enhance the customer experience.
SmartPass is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions one here we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.
The estimated salary range for this role is $85,000 - $95,000 per year. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to demonstrated skill set, years & depth of experience, and some role dependent factors that can include certifications and software expertise. We also hope you’ll consider and be open to what else we provide outside of our base compensation. This includes our benefits, perks, equity, and other aspects of our overall employer brand including our culture which is built on our mission, vision and values. We welcome direct conversations with each candidate about compensation in all our initial calls.
Why you might be excited about us
- We’re building software that reduces admin and teacher burden, making schools a better learning environment. If you’re into education and love working on tough engineering problems, you’ll love helping build our product.
- Good design is one of our core values and differentiators. We won’t ship something that isn’t easy to use and doesn't looks good, even though we’re still a small startup.
- A handful of us are hybrid in the NYC area, if you are too you can join us and collaborate with the founders face to face and some of the EPD team members.
- We’re small, so you’ll have big responsibilities and lay the groundwork as we start scaling.
- Our team has a wide range of experiences (folks from Microsoft, Salesforce, Nielsen, previous startups, and K-12 administrators/teachers).
- Our culture is simple: we work hard, we’re lifelong learners, and we’re fun — at every monthly all-hands, we start with a “memes of the month” and then dive deep into the work someone is doing.
- Get in at the ground-level of a fast-growing startup.
- We'll mold your role to shape a career you're excited about. We care a ton about your satisfaction and job happiness, and will help prep you for whatever you're looking for in the future.
Why you might not be excited about us
- We’re small (~50 people in the company right now), so if you like more established companies, it’s not (yet) the right time. You’ll help build our company’s culture.
- Since we’re an early stage startup, projects and priorities may shift. We’ll expect you to bring your own experience and give input to shift these priorities, too.
- Our customers love us, and there's a lot we can improve. It's a great place to be, but that means there's some jank. (Nothing too scary! 😃)
Go Deeper
Check out our support site to watch some videos and see how SmartPass works!
SmartPass is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions on where we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.
