IT Product Support Specialist

Who We Are Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content—and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms. We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes. We are committed to usability, coherence, and practical implementation—supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact. What We Build Our products— Eureka Math and Eureka Math², Wit & Wisdom , PhD Science, Geodes , and the newly launched Arts & Letters ELA —are trusted by thousands of schools and districts nationwide. Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application. Wit & Wisdom® and Arts & Letters ELA™ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy. These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students. Where We’re Headed Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey—from curriculum to professional learning to platform and support. Our long-term vision is to become a true partner in impact—not just delivering curriculum, but supporting educators in achieving outcomes at scale. Job Purpose Reporting to the Senior Manager, Service Desk, the IT Product Support Specialist will act as a key member of the Service Desk team and will serve as the front line for resolving and triaging support requests related to enterprise business applications, including, but not limited to, Salesforce, NetSuite, and other SaaS tools critical to Great Minds’ operations. This role will support a wide range of business units, including Sales, Finance, HR, and Operations, focusing on Tier 1 and Tier 2 support, identifying user issues, escalating bugs or configuration requests to appropriate teams, and documenting recurring issues and solutions. Responsibilities Application Support and Incident Management: Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others. Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies. Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed. Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution. End User Training and Communication: Assist users in navigating system interfaces and business workflows. Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners. Create and update user-facing documentation and FAQs in the IT knowledge base. Collaboration and Continuous Improvement: Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points. Identify opportunities to reduce support volume through automation, documentation, or system enhancements. Participate in testing of new features, integrations, or releases for supported platforms, as requested. Requirements 1+ years required, 3+ years preferred, of experience in IT support, business systems support, or Service Desk roles Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus) Experience using service management systems like Jira Service Desk or ServiceNow Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace Strong problem-solving, communication, and troubleshooting skills Ability to translate technical concepts for non-technical users Detail-oriented with strong documentation and ticket management discipline Preferred Qualifications Salesforce Administrator or NetSuite User certification Experience supporting ERP/CRM systems across Finance, Sales, or HR functions Experience working in a hybrid or distributed workforce environment Exposure to integration tools (e.g., Workato, MuleSoft) or ticket triage best practices Required Education Bachelor's degree in information systems, Business Administration, or a related field, or equivalent practical experience Status Full-time Location Remote The expected base salary range for this position is $69,000-$77,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives. A cover letter and resume are required to be considered for this position. New employees will be required to successfully complete a background check. Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com . If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices. #LI-Remote